Case: The IT support booth provides remote and reliable IT support
“It’s probably one of the world’s first IT solutions that combines a phone booth with online support for school students.”
Students using the IT support booth at their school in Elsinore, Denmark
A group of 17 schools rely on a centralised IT department with seven staff members to provide technical support to students and teachers. The IT department handles issues across many locations and a variety operating systems and devices because students typically bring their own devices or borrow a community computer.
Members of the IT staff traditionally visited the 17 schools on a rotating schedule. This failed to address the need for support when issues occurred, and the time and cost of travel was a challenge. To eliminate the inefficiency of scheduled IT support, the IT department decided to deploy a network-based solution for remote IT-support and troubleshooting.
They built the Black Box Emerald KVM platform into a support booth — not unlike a phone booth — that provided students with technical support for their laptops and other devices real-time.
“It’s probably one of the world’s first IT solutions that combines a phone box with online support for school students. The concept works on several levels. For one, the problem often is that students cannot get their computers onto the Internet. We have addressed that. We also wanted to establish personal contact with students using the webcam so that they can see us, and we can see them. That is why we built our new IT support ‘box’ this way. Plus, students always love it when they see us ‘hacking’ their screens.” says Mads William Oehlenschlæger, Tech Support Specialist at Elsinore Municipality.
The IT support booth built on Emerald allows students to simply call the IT department when they need help, rather than wait for the day and time a staff member is scheduled to be on site. They can get help much sooner and the IT support staff cut both costs and travel time.
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