Dublin City University Leverages LogMeIn Rescue for Help Desk

Help desk support can be difficult to access and provide in remote situations, especially on a large college campus. To help address these challenges, Dublin City University deployed the LogMeIn Rescue. With this help desk application, students and staff across campus can leverage web-based remote support.

LogMeIn Rescue is LogMeIn’s flagship support product that enables IT help desk staff to easily connect to a remote PC, Mac, smartphone or tablet, without demanding that the user pre-install software. Help desk professionals can easily resolve any issues using this platform.

Home to roughly 12,000 students and more than 2,000 staff, Dublin City University is supported by a relatively small IT support team. LogMeIn Rescue enables the university’s help desk staff to remotely diagnose system issues, resolve end-user issues and manage multiple support sessions simultaneously all over a secure Internet connection.

This new help desk tool has substantially reduced the time it takes university technicians to resolve issues. Before this implementation, help desk staff spend time on the phone to diagnose a problem and talk end users through the steps to fix it.

According to Justin Doyle, Staff and Student Services Manager for Dublin City University, IT staff at the university knew they could benefit from a remote support solution. The benefits delivered in the LogMeIn Rescue have so far exceeded expectations.

Doyle highlighted that the help desk solution has not only reduced the time needed to resolve common remote support scenarios, it has also virtually eliminated many of the cases the help desk would normally invest significant time in traveling across a large campus to resolve. IT staff can now work much more efficiently and benefit from the faster resolution of many technical problems.