Imperial College London Consolidates Remote Support with Bomgar
Imperial College London uses Bomgar to provide remote technical support to 6,500 staff members.
Bomgar gives the Imperial College tech support team the ability to support multiple remote devices, regardless of location or operating system.
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JACKSON, MS – July 25, 2013 – Bomgar, the leader in enterprise remote support solutions, today announced that Imperial College London is using its solution to provide faster resolution times and a more professional end user experience to nearly 6,500 staff members. Founded in 1907, Imperial College is a science-based institution in London with a reputation for excellence in teaching and research.
When the need to support users on a variety of devices became a challenge, the Imperial tech support team began their search for a new remote support solution. Imperial College has eight campuses in the London area with staff and students based in a number of other hospitals in the South East. “After looking elsewhere, the feature set in Bomgar was by far the best fit,” said Tim Machin, faculty of engineering IT support manager at Imperial College. “We have a significant Linux presence and a number of complex specialized hardware and software setups that we needed to support with a more streamlined approach. With all the other tools we looked at, it seemed that there was a work-around for some of the more obscure or specific functionality we wanted, all of which was built into Bomgar and configurable.”
Security was also a driving factor in Imperial’s decision to select Bomgar. “It was very important to us to have the ability to incrementally control and monitor access to an end user’s device,” Machin said.
“Bomgar is the ideal remote support solution for colleges and universities because of the ability to support wide varieties of devices running on varying operating systems,” said Nathan McNeill, co-founder and chief strategy officer, Bomgar. “More and more, students and staff are using their device of choice to work or study, which means they are going to need or expect help from IT when something goes wrong or they need access to school networks. Bomgar makes the IT support agent’s job easier with the ability to access any system, anywhere and at any time.”
Looking ahead, the college plans to utilize Bomgar’s Intel vPro support capabilities. “This is a project we are working on that should deliver huge benefits when attempting to support small satellite sites,” Machin explained. “We are also finding new ways to work and make use of the technology such as managing all the information screens in the college.”
Bomgar is used by more than 600 colleges and universities worldwide to provide remote technical support to students, faculty and staff. Learn more at: www.bomgar.com/education.
Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 7,500 organisations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.