Home » NEWS » Education » University chooses Bomgar's remote IT support solution

University chooses Bomgar's remote IT support solution

JACKSON — La Salle University centralized its IT help desk efforts and processes with Bomgar’s secure remote support solution.

La Salle offers more than 40 undergraduate majors, 15 minors, 15 graduate programs, and serves a total University student body of more than 7,300 students. The University consists of the main campus in Philadelphia, two satellite campuses in Bucks County and Montgomery County (both in Pennsylvania), as well as online courses and international programs in Greece, Switzerland and the Czech Republic.

Prior to implementing Bomgar, La Salle support technicians were receiving more than 1,000 calls per month. With a staff of seven support technicians, and a growing number of faculty and students to support, the university needed a way to affordably expand its IT support capabilities.

“Our main campus is quite spread out, and we just acquired a hospital and some additional real estate at the far end of campus,” said Ed Nickerson, chief information officer for La Salle. “Having a technician based on one side of campus trying to service classrooms that may be a 15 minute walk away can be problematic, particularly early in the morning or in the evening when we only have one person fielding calls.”

Nickerson added that the growing online and international programs presented another challenge – there was a need to support those remote users as well. “A phone call away isn’t always possible in incidents such as these. Having the ability to log on to their system remotely can help to more quickly solve their issue,” he explained.

La Salle needed a remote support solution that would work with a wide variety of multiple platforms and devices. According to Nickerson, around 50 percent of this year’s freshman students brought Mac computers to school. As a BYOD (Bring Your Own Device) environment, the university does not standardize on any single technology for anyone on campus, whether faculty members or students.

Bomgar turned out to be the solution that best fit La Salle’s remote support needs. With the Bomgar solution, La Salle’s support technicians can now securely support Mac, Windows and Linux operating systems as well as Blackberry, Android smartphones and tablets, iPhones and iPads, and Windows Mobile devices, no matter where they are in the world.


… we’d like to ask for your support. More people are reading the Mississippi Business Journal than ever before, but advertising revenues for all conventional media are falling fast. Unlike many, we do not use a pay wall, because we want to continue providing Mississippi’s most comprehensive business news each and every day. But that takes time, money and hard work. We do it because it is important to us … and equally important to you, if you value the flow of trustworthy news and information which have always kept America strong and free for more than 200 years.

If those who read our content will help fund it, we can continue to bring you the very best in news and information. Please consider joining us as a valued member, or if you prefer, make a one-time contribution.

Click for more info

About MBJ Staff

Leave a Reply