The pandemic has made one thing crystal clear: colleges and universities need technology to innovate and thrive. And where there is tech, there is a need for tech support.
To enable distance and hybrid learning models, institutions have accelerated their digital transformation strategies by adopting new technologies and expanding bring-your-own-device (BYOD) policies. As a result, IT help desks have their hands full supporting an expansive list of device types and software applications.
But technology help desks aren’t always armed with the right tools to assist faculty, staff and students with uninstalling and setting up applications, changing settings and fixing errors.
As colleges and universities settle into the new normal, where campus is as much a concept as it is a physical place, it is time for institutions to reassess their remote support solution. Take a look at the four traits a remote support tool must have in order to meet this moment.
Let’s start with safety first. The ability to access and control a device remotely raises security concerns. Colleges and universities routinely deal with sensitive information and faculty members often have intellectual property to protect.
With more people working, learning and doing business remotely, malicious activity is on the rise. It’s important that your remote support tool is architected to protect data and stop fraudsters and hackers cold.
Look for the following features:
ROI: Look beyond cost
Because the pandemic has put the financial health of most institutions at risk, it’s paramount for tech departments to be budget conscious in their selection of remote support tools. Long-term maintenance and upgrades can easily eat up any up-front savings. But it’s important to look beyond licensing costs and consider other factors that help you achieve a quick and certain return on your investment.
Look for the following features:
Ease of use: Support without friction
Technology help desks are usually made up of student and full-time technicians and need to support end users with a wide range of technical knowledge. So support sessions need to be easy for both sides.
Look for the following features:
Mobile support: Stay in their back pocket
Students, faculty and staff all rely on mobile devices every day, if not every minute of every day. Be sure to keep them connected with robust remote support capabilities.
Look for the following features:
The right remote support tool can ultimately determine the depth and breadth of your help desk support capabilities. Will yours be equipped to support your school’s ability to stay resilient and secure? Learn more about the 4 traits of effective remote support tools to help you select the best solution for today’s requirements.
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