Supporting the Widespread Campus:

Remote Support at the Ohio State University

Q: How have you overcome customer concerns about security when you're connecting with them?

Duane Rigsby - Assistant Manager & Coordinator, Ohio State University South Centers:
A: I think some of the concerns is, you know, usually they're like, "How are you doing this, you know, remotely and such?" We keep telling 'em that, you know, you have to, like Nathan said, that you have to say, "Yes, grant me full control."

You can also, there's an option in there that says, no, you're not going to grant the tech full control. You can only grant 'em view access, and - or I think that's the words it says, and that sometimes makes 'em a lot better. They're saying, "Oh, you know, no, you're not having full access to my machine," but that's usually what we tell 'em. And we also tell 'em down in their bottom right corner by your clock, you can disconnect us at any time if you feel that we're in the wrong area that you - we don't want, you know, they don't want us looking at.

But usually they trust the techs pretty well, and - but they like that question up there: Yes, I'm gonna grant the tech full support. Or, a lot of times, you know, when they call in and talk to me, I'll tell 'em, you know, "No, you don't have to grant me full support. What I'm gonna do is, I just need to see your screen so I can see what you're doing."

And then I'll tell - I'll let them fix the problem, but I'll tell 'em, you know, what we need to do, and let them be the control and such. And that makes them feel a lot better, too.