Remote Support Practices: Supplementing Traditional In-Person Technical Assistance

Remote assistance from support staff to customers has many benefits at WPI. This poster session will demonstrate how we provide faster service "at a distance" (from home or during inclement weather) to view actual errors as they appear instead of interpreting over the phone. Our community is quite receptive to using this tool to supplement traditional support. We will explain our rationale for choosing remote or in-person support, using the poster along with an interactive demonstration on a laptop. Remote support greatly reduces time spent on help desk tickets or in training, as well as the number of e-mail exchanges.