Technological University Supports Users on Multiple Operating Systems with Remote Support Appliance

MIT's IS&T department supports more than 20,000 students, faculty, and staff throughout the entire campus. While the MIT Computing Helpdesk provides email and phone support, the Departmental IT Resource (DITR) team provides on-site assistance to clients around the campus. Up until the very end of 2007, more than 30 percent of the DITR's support calls required on-site assistance – a major headache for the technicians who had to drive back and forth between each call. This method of technical assistance was also frustrating for users who often had to wait for an hour or more to get their issues resolved.

"Our campus is the size of a small city, and parking is very limited," said Chuck King, team leader in the DITR. "We were spending way too much time traveling back and forth across campus. We would be parked on one side of campus and get a support call from the other side. We'd have to get into our car, drive to the other side of campus, circle the lot a few times to find parking, assist the user, etc. and then the cycle would start all over again. It was just not an efficient use of our time." Read Full Case Study

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