Remote Support Tool
We have a tool called Bomgar in ITS that will allow us to remotely help patrons who are experiencing technical problems with their computer. An ITS technician can see the screen, control the mouse and work as if physically present.
Please select the link below that matches your operating system. This will install an icon on your desktop (see image below). When you call the help desk for assistance you may be asked to click on the icon so that we can remotely access your computer. Once the session is over you can leave the icon on your desktop for future remote assistance. Please note that remote session can only be instigated by an ITS staff member. This means that if you are in need of assistance clicking the icon to try and contact an ITS staff member will not work. You will be prompted to call the help desk at ext. 7300.
How this works
When you call the help desk with an issue that cannot be resolved quickly over the phone a ticket will be created and an ITS staff member will contact you to trouble shoot the issue. You will be asked to click on the icon on your desktop that says “UMF Help Desk”. Click on “Connect with Support Team”, the popup window in front of you will confirm who you are talking with as well as inform you that the technician can now see and control your screen. Please do not use the mouse or keyboard unless prompted to by the technician. Once the session is over you will get a confirmation popup that the session is ended and the technician no longer has control of your computer.
UMF Remote Help Windows 32 bit installer
UMF Remote Help Windows 64 bit installer
UMF Remote Help MAC Installer
Do I have a 32-bit or 64-bit system?