New ‘Help Desk Chat’ feature allows analysts to remotely fix computer problems

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New options are available for Central Michigan University students, faculty and staff wrestling with computer troubles.

The CMU Help Desk introduced “Help Desk Chat,” a new online support feature, on March 10 on the CMU Portal.

Users can now talk with Help Desk analysts through an instant messenger-like interface from anywhere with an internet connection.

“It will help us deliver better support through traditional methods,” said Duane Kleinhardt, manager of information technology communications.

The tool also allows analysts to ask for permission to take control of the user’s computer, whether it is a PC, Mac, Linux or even a BlackBerry.

With permission granted, users can watch as the analyst navigates through and works on their computer or can be guided through the process by an analyst-controlled indicator.

Many problems Help Desk customers drop off their computers for can now be effectively resolved online, Kleinhardt said.

The service is available across nearly all network connections and has even been successfully used between different continents, said Derek Leib, assistant manager at the Help Desk.

Leib said remote support is particularly useful for CMU students off campus who are unable to instantly access support technicians.

“This way, they can enjoy the technical expertise available to main campus,” Leib said.

Though Leib is excited for the tool’s potential, he said he is sympathetic for the concerns some users may have in handing over their computer’s controls to a distant technician.

The remote support feature displays a prominent “cancel” button and completely uninstalls the support application from the computer when terminated, he said.

Kleinhardt said the Help Desk staff is trained to provide support for the tool’s new features.

“It makes it easier on us, and it makes it easier on the customer,” said Chris Zamplas, a Novi sophomore and Help Desk analyst.

The remote support software was developed by Bomgar Corporation and paid for by an $180,000 award from the CMU 2010 Vision Fund.

New way to register

The new Course Search and Registration tool will be available starting today from iCentral and the CMU portal, Kleinhardt said.

“You’ll be able to build your schedule Friday, and register with one click when registration is open,” he said.

New features include sorting courses by professor or time slot, scheduling conflict detection and automatic resolution, and a “keyword search” allowing students to find classes by topic and overall program.

The old Course Search and Registration tool will still be available at least until the new one can be made compliant with the Americans with Disabilities Act, Kleinhardt said.