You can get secure remote technology support from the University of Louisville ITS HelpDesk using Bomgar (BeyondTrust). This guide explains how to start a Bomgar session, what to expect and how to get help with university devices and accounts. Faculty, staff and students who need remote troubleshooting or assistance should use these steps for quick support.

ITS Bomgar Support: How to Request Remote Assistance

 

Before You Begin:

• Save your work and close any windows containing personal or sensitive information.
• Have your UofL user ID and device information ready.
• Make sure you have permission to allow remote access to your computer.

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Objective or Task:

Start a Bomgar remote support session to receive technology assistance from the ITS HelpDesk.

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Instructions:

1. Contact the ITS HelpDesk by calling 502-852-7997 or visiting the ITS HelpDesk website. 
2. Explain your technology issue and request remote support.
3. If instructed by a technician go to the Remote Support Portal. 
4. Enter the session key provided by the technician to start your Bomgar session.
5. Close any windows with personal or sensitive information before the session begins.
6. Allow the ITS HelpDesk technician to access your computer and troubleshoot the issue.
7. Follow any instructions given by the technician during the session.
8. End the session when your issue is resolved or when instructed by the technician.

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Outcome:

You will receive secure, remote assistance for your technology issue. The ITS HelpDesk technician will troubleshoot and resolve problems directly on your device ensuring your data and privacy are protected.

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Further Readings:

• Remote Support Portal 
• ITS HelpDesk 

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Need Additional Help

• Contact the ITS HelpDesk: Call 502-852-7997 during business hours:

  • Monday through Thursday: 6:00am – 10:00pm
  • Friday: 6:00am – 5:00pm
  • Saturday: 7:00am – 5:00pm
  • Sunday: 10:00am – 10:00pm
  • University Holidays: 7:00am – 5:00pm
  • Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
  • If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.

     

• Live Chat: Chat with the ITS HelpDesk at https://apps.louisville.edu/it/livechat/phplive.php during business hours.
• Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
• In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.