BeyondTrust Remote Support (formerly known as Bomgar) is Cornell's remote assistance tool. Remote assistance allows a Cornell technical support provider (TSP) to access an end-user's computer in order to resolve a problem without having to talk the user through often elaborate or confusing procedures on the phone or carry out an onsite visit.
Remote Support allows TSPs to share a user's view of their screen, transfer files, view information about system configuration, and carry out other activities in order to support the computer. By default, Remote Supportis configured to require user consent before each type of access is granted.
Applications similar to Remote Support include GotoAssist, LogMeIn or Teamviewer. Remote Support is not comparable to Windows Remote Desktop (RDP). With RDP, a TSP accesses a computer via a separate user context than the end-user and does not see their screen. Remote Support is more like Windows Remote Assistance or VNC, where the TSP actually acts as the user and views the same screen that the user is viewing.
Cornell IT Service Desk
Normal Business Hours: Monday-Friday, 8am-6pm (Eastern Time)
Emergency Service Disruptions: After Hours Support
Remote Support is a remote assistance tool. It allows a Cornell technical support provider (TSP) to access an end-user's computer to resolve a problem without the need for an on-site visit.