Remote support tool: Bomgar

Related services

Bomgar allows authorised staff in IT Services and departmental IT teams to remotely connect to and control a customer's screen to help resolve their IT issues.

Bomgar can be used to connect to any Windows, Mac, Linux, Blackberry or Windows Mobile device.

Overview

Eligibility

Bomgar can be used on the device of any member of the University requesting IT support.

Bomgar allows us to:

  • help with any Windows, Mac, Linux, Blackberry or Windows Mobile device
  • provide support our services including email, filestore, VPN and Microsoft Office
  • easily access system information, user information and file transfer tools
  • fix your problem quickly

Information for IT support teams

Bomgar can be made available to IT support staff outside of IT Services where remote access to their users PCs would significantly help them to carry out their support role.

To request access:

  1. Log on to the Authorised Systems Registration System.
  2. Click on Other then Remote Control Facility, and click Select System.

IT Services will assess each request to use the remote control tool, and reserves the right not to grant access to the tool for security or other reasons.

Once your request is approved, IT Services staff will contact you to arrange one to one training.

Instructions

Starting a session

Managed Windows 7 devices

1. Click the Bomgar icon

If you're using an IT Services managed Windows 7 device, click the orange B button icon on your desktop.

Bomgar icon

2. Phone the Library & IT Help Desk on 3838

When you click on the icon, a dialog box will advise you to call the Library & IT Help Desk before clicking OK to continue - it's important that you do this, or the remote support session won't be picked up by a member of Library & IT Help Desk staff.

To use Bomgar support please phone the IT Support Office on 3838.

3. Connect with Support Team

At the next dialog box choose Connect with Support team to start the remote support session.

Note: If you are using Bomgar to initiate a remote support session with your Departmental Computing Officer, they will give you a session key to enter at this stage.

Choose to connect with support team

Unmanaged devices (eg personal device, Mac OS X)

  1. Start a session by visiting https://itsupport.york.ac.uk
  2. Support staff will provide you with a session key to enter.
  3. You will be asked to download and run an executable file on your machine.

During the session

Bomgar Support Customer Client

Click OK to accept the terms and conditions for using the service.

Once the session is accepted by the member of support staff, they will have control of your PC.

A Customer Client window (see right) will appear on your screen. This confirms who you are talking to and will display any actions that they perform via Bomgar.

For example, it will tell you if they have transferred any files or if they have shared the session with a colleague.

Ending a session

Once the session is completed, a final dialog box will appear to confirm that your device can no longer be accessed.

Click OK to remove the message.

You can also end the session at any time by selecting the red cross in the box that is open during the session.

Our commitments

Service status Live and supported service.
Hours of service Help from the Library & IT Help Desk is available 9am to 5pm, Monday to Friday.
Service support For help and support with this service, contact the Library & IT Help Desk.
Hours of support Help from the Library & IT Help Desk is available 9am to 5pm, Monday to Friday.
Target availability

General IT Services targets:

Review cycle Every two years.
Policies Use of the remote control facility
Our performance

Our service standards have been produced in consultation with our customers, and monitor the quality, timeliness and access to facilities and services:

Complaints procedure

If you wish to give us general feedback on this service, please see our Feedback page for ways to get in touch.

If you wish to make a complaint, please see our complaints procedure.