SOURCE: Bomgar Corporation

April 30, 2008 03:00 ET

Help Desk Support Software Improves IT Metrics in Education Sector

Bomgar's Remote Access Software May Help IT Administrators in Educational Institutions Achieve Their Goals Despite Budgetary Constraints

RIDGELAND, MS--(Marketwire - April 30, 2008) - According to a recent survey, the majority of IT administrators at higher education institutions rate their IT helpdesk funding as inadequate. Despite grants, fees for service and student technology fees, funding is primarily derived from central IT budgets. These budgetary constraints impede progress towards administrators' primary goals. Help desk support software from Bomgar has significantly improved IT helpdesk metrics in the education sector and may be the solution IT administrators need.

The survey, conducted on IT administrators of 454 higher education institutions, found that 55.7% rate their IT helpdesk funding as less or much less than adequate. Only 3.2% rated the funding as more than required.

The survey also found that about two-thirds of the participating IT administrators have a set of common goals: To improve user satisfaction, to increase the number of help desk calls resolved at first incident, and to resolve more incidents per unit of time. Reaching these goals is difficult without adequate funding.

More survey data is available from Caruso, Judith Borreson, and Mark C. Sheehan. "Service on the Front Line: The IT Help Desk in Higher Education" (Key Findings). Boulder, CO: EDUCAUSE Center for Applied Research, 2007.

Educational institutions using Bomgar help desk support solutions have significantly improved their metrics. One school district with three reps supporting 3,000 systems across 10 sites documented an increase of 90% in first call resolution, and call handling capacity increased six-fold. One major university supporting more than 31,000 end users increased their first call resolution rates by 40 - 50%, decreased call escalation by 80%, and reduced call times by 50 - 75%.

The EDUCAUSE survey also found that the IT helpdesk services of most institutions are limited to telephone, e-mail, and in-person interaction, sometimes at the user's location. However, institutions with more tools available had higher quality of service ratings and therefore enjoyed greater customer satisfaction. Help desk support software that enables help desk reps to service both attended and unattended systems remotely may be a pivotal addition to the toolset.

For more information on how expanding your IT helpdesk services with Bomgar's remote access software can improve user satisfaction, first call resolution, and the number of incidents resolved per unit of time, visit the Bomgar website.

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