Remote Assistance

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.

BeyondTrust 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, Bomgar is configured to require user consent before each type of access is granted.

Applications similar to BeyondTrust include GotoAssist, LogMeIn or Teamviewer. BeyondTrust 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. BeyondTrust is more like Windows Remote Assistance or VNC, where the the TSP actually acts as the user and views the same screen that the user is viewing.

General Support Service Administration


Service ID: 252
Mon 4/27/20 10:33 AM
Tue 6/13/23 3:59 PM
The customer groups that the service is available to
IT Professionals
Indicates whether there is a charge for the service
No Fee

Service Offerings (2)

Service Administration
This service entry is intended for CIT internal use, this is not a customer support form. Work classified and requested here represents service administration and management tasks that are required for delivering service but are activities that do not represent customer support work.