SimpleHelp – remote desktop support

in New Services
September 17th, 2010

SimpleHelp is web-based remote support software that allows a client using Windows, MacOS or UNIX to navigate to a BU web page and initiate a support session with a technician. The technician can chat with the client and gain full remote access to the client’s computer.

SimpleHelp was recently installed and configured at Boston University, and a number of BU’s computer support groups are now evaluating whether to use it as part of their support offerings. BU MED IT is one of the early adopters, but various support groups across the university are starting to use it.

Note: The IT Help Center is one of the groups currently evaluating when and whether to use this product in our own support offerings. Please do not suggest anything more than this to any of our clients.

Please go now and make yourselves *very* familiar with the material at www.bu.edu/tech/simplehelp and its sub-pages so that you understand how this works from both the client and technician perspective.

  • Questions in general — can be answered by the web pages
  • Questions about how a particular department is using the tool — direct to that department
  • Tough questions about our installation and configuration — may be answered by Clare

Thanks for your attention, and I hope you enjoy learning about this interesting new tool.

– Clare