The University for the Creative Arts (UCA) with five campuses spread throughout the southeastern region of England has recently selected Bomgar’s (News - Alert) remote support solution to offer remote tech support to a geographically diverse user base.
This new deployment is helping UCA IT support technicians to support approximately 800 full-time and 1000 part-time staff members and even the geographically-dispersed users using a wide variety of IT systems.
Previously, the support staff at UCA encountered problem to support 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.”
After a thorough evaluation, UCA has finalized on Bomgar for its superior ability to integrate with vPro technology.
Davies added, “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.”
The University expects to 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 by adapting the new solution from Bomgar.
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