|By Business Wire||
|November 28, 2012 06:01 AM EST||
Bomgar, a leading provider of secure remote support solutions, announced today that The University for the Creative Arts (UCA) is using Bomgar to provide remote tech support to a geographically diverse user base. With five campuses spread throughout the southeastern region of England, UCA IT support technicians are responsible for supporting approximately 800 full-time and 1000 part-time staff members. In order to support geographically-dispersed staff using a wide variety of IT systems found in the creative industries, the UCA IT team needed to deploy a comprehensive remote support solution that could grow with the expanding university.
The support staff at UCA faced challenges that included supporting multiple devices such as desktops, laptops, servers, iPads, iPhones and Blackberries – all running on different platforms including Windows, OSX, iOS and Linux. James Davies, IT customer services manager for UCA, said the remote support tools UCA used prior to Bomgar did not allow for multi-platform support and were not scalable to grow with the university. “It was clear to IT services that a single remote support tool was required to harmonise our support tools and increase our productivity, whilst adapting to the growing needs of the business and to support the university’s strategic direction,” he explained. “Our current strategy is to expand the university nationally and internationally, so we began our search for IT tools that would help us grow our business.”
Davies and other support team members decided to try few solutions before making a final decision. During their business analysis period, the two solutions tested were Bomgar and LogMeIn. “After the business analysis period was completed, we selected Bomgar as the product of choice for its superior ability to integrate with vPro technology,” Davies said. “We also preferred Bomgar as we found the mobile platform support, mobile rep consoles, security auditing, and Jump Technology, which allows technicians to quickly access unattended systems, offered enhanced functionality to the IT services team and UCA as a whole.”
James Tempest, IT campus manager for the Farnham Campus, served as a technical lead for the Bomgar implementation and is developing the solution to improve their ability to provide remote tech support. “Our support teams are currently using the Jump Technology, including Jump Points and Jump Clients, as a swift and nearly effortless support mechanism for our staff members. We anticipate that this will increase first time resolution rates and reduce downtime to the end user, which will ultimately bring up productivity levels across the board and deliver excellent support services to UCA.”
Looking ahead to the next few years, IT services are aiming to become a support department that meets and exceeds the business’s expectations and requirements. “It is our endeavor to become more student focused by hopefully expanding our support portfolio to all staff and students,” Davies said. “We believe that Bomgar will help us achieve this vision by enabling IT services to provide remote support nationally and internationally to support UCA’s core business of delivering exceptional creative arts education.”
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organisations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organisations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.
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