State University Decreases Call Escalation by 80% Using Appliance-Based Remote Desktop Support Solution

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Executive Summary

Texas State University's IT team deals with support issues ranging from Microsoft Word issues to viruses and spyware. Up until the end of 2005, helpdesk technicians had to walk end-users through troubleshooting processes over the phone due the size of the campus and dispersion of faculty, staff, and students. This was incredibly time-intensive, even when the required fix was simple. When problems could not be fixed over the phone, techs had to travel on-site, taking several hours out of the work day. In January of 2006, after conducting a thorough evaluation of various remote support solutions, Texas State purchased the Bomgar Box remote desktop support appliance.

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