BeyondTrust Bomgar Screensharing is a secure, enterprise-grade remote support tool used by the University of Louisville ITS HelpDesk team to provide real-time technical assistance to students, faculty and staff. This service enables support technicians to view and control user devices remotely, facilitating rapid troubleshooting, software installation and problem resolution while maintaining strict security and privacy standards.
Details
Bomgar screensharing is managed by ITS and integrated into the university’s technical support workflows. The tool is used for remote desktop support, secure file transfers and collaborative troubleshooting sessions. All sessions are encrypted and require user consent before a technician can access a device.
- Access Points: Remote support sessions are initiated via the ITS Helpdesk or by invitation from a support technician.
- Service Request Procedures: Users experiencing technical issues can request remote support through the Helpdesk. A technician will provide a secure session link or code to begin the screensharing session.
- Support Contacts: ITS Helpdesk at 502-852-7997, or submit a support request.
Key Features
- Secure, encrypted remote screensharing and control
- Real-time troubleshooting and technical support
- File transfer and collaborative problem-solving
- Session recording and audit trails for compliance
- User consent required for every session
- Support for Windows, macOS, and mobile devices
Benefits
- Rapid resolution of technical issues without the need for in-person visits
- Enhanced support for remote and hybrid learning or work environments
- Improved user experience and satisfaction
- Strong security and privacy protections for all sessions
- Scalable support for university-wide technology needs
Audience
- Students, Faculty and Staff: Receiving remote technical support for university devices and applications
- Departmental IT Teams: Collaborating with ITS for advanced troubleshooting
- ITS Support Teams: Delivering secure, efficient remote assistance
How to Get Started
- Contact the ITS Helpdesk at 502-852-7997 or submit a support request.
- Request remote support and receive a secure Bomgar session link or code from a technician.
- Follow instructions to join the session and grant consent for screensharing.
- Collaborate with the technician to resolve your issue.