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Remote Support Assistance

Northwestern IT's Remote Support Assistance application (powered by Bomgar) allows technical specialists to troubleshoot computers, smartphones, servers, and other devices by controlling them remotely. This tool provides convenient and efficient computer assistance to faculty, staff, and students, with an active network connection, regardless of their physical location.

IT groups that provide technical assistance exclusively to faculty and staff may use Microsoft Skype for Business for remote support at no additional cost. The Remote Support Assistance application is available to provide support to groups beyond the greater Northwestern network including affiliates, alumni, and other ancillary populations.

Convenient Technical Support

IT support staff using Remote Support Assistance (RSA) can prompt users experiencing technical difficulties to start a remote support session by sending them a link to a temporary RSA application. This download grants the IT specialist remote device access to address the problem and is removed once the session is completed. All sessions are recorded for quality purposes and available to administrators and supervisors for 90 days after a session is completed.

Unassisted RSA sessions can also be initiated by authorized technical staff in the Bomgar Representative Console using the “Jump Client” application. This allows support staff to deal with problems remotely on machines that are not currently attended by a user.

Shared Service

Remote Support Assistance, powered by Bomgar, is integrated with the central University Active Directory for NetID authentication. Currently, the service is used by University IT groups including:

Licensing

RSA agent licensing is available through Bomgar to interested University IT support groups. Pricing is available upon request. Please send an email to consultant@northwestern.edu for a quote.

All licensing is concurrent so it can be shared among several support staff with reporting capabilities included to monitor session statistics and agent usage.

For more information on purchasing Bomgar Remote Support Assistance licenses, please submit a support request or email consultant@northwestern.edu.

Last Updated: 15 November 2017

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