Gonzaga University Leverages Bomgar's Secure Remote Support Solution
Apr 12, 2012 (Close-Up Media via COMTEX) --
Bomgar, a secure remote support solution for the mobile enterprise, announced that Gonzaga University has selected its secure remote support solution to support students and faculty worldwide.
According to a release, Gonzaga College was founded in 1887 with one building and a first enrollment class of 18 boys and young men. Known today as Gonzaga University, it now boasts more than 105 buildings on a 131-acre campus in Spokane, Washington. More than 7,800 students are enrolled at the private liberal arts university, with 40 percent studying abroad at some point during their educational career.
Bomgar said that a key driver in Gonzaga's search for a remote support solution was the ability to provide support to students and staff not located on the main campus. "We have a campus in Florence, Italy, and we support classrooms in refugee camps in Africa," said Jim Jones, director of IT operations at Gonzaga. "The need to provide real-time support to those in remote locations was a high priority for us."
Running a lean IT support operation, Gonzaga support agents are responsible for a user base of about 14,000 students, faculty and staff. Team members provide support to Windows, Mac and Linux systems from servers to desktops, as well as smartphones. "We found that we were spending a lot of time in the field just in travel from site to site for basic desktop repair," Jones added. "Bomgar was a quick win for us with a huge cost savings in travel time alone. Bomgar allows us to more efficiently and effectively support remote users both around campus and the world."
Nathan McNeill, co-founder and chief strategy officer at Bomgar, said the need for solutions that reach users in very remote locations is a common theme among higher education institutions. "We are seeing a rise in the need to support the 'non-traditional' student. Many universities and colleges are not confined to one location, with satellite campuses and students taking online courses that require the same support as those located on the main campus."
The implementation of Bomgar increased Gonzaga's first call resolution rate by six percent, and support agents are now able to resolve most issues from the agent workstation. Along with the convenience of not having to travel, Bomgar's ease of integration with help desk systems made it the clear choice for the University. "Bomgar's integration with our ticketing system gave us a centralized interface to track and manage our technology issues. We are pleased with how easy it was to implement in our support environment, and it enables us to provide reliable and consistent technology services," Jones said.
Looking ahead, Gonzaga's IT support department plans to systematically roll out Bomgar to its remaining IT organizations. In addition to IT support, plans are in place to leverage the solution for technician collaboration and hands-on technology training for faculty and staff in a "one-on-one" fashion, all without anyone leaving their desks.
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