Case Study: Bucks New University achieves a 70% first-time fix rate and faster campus-wide IT support with BeyondTrust

An IT Department That Fully Serves Its Busy University Community

Bucks New University, a higher-education institution in Buckinghamshire with a satellite campus in Uxbridge, needed a more responsive way to support staff and students across multiple sites while migrating from legacy Windows domains. With limited on-site technicians and frequent travel between campuses, the IT team sought a secure remote-support solution to reduce visits, speed repairs and improve first‑time fix rates.

The university deployed Bomgar’s appliance-based remote support, which connects to virtually any device and lets teams share sessions, perform unattended maintenance with Jump Clients, and provide off‑campus assistance. The result: reduced travel and escalations, a rise in first‑time fixes to about 70%, extended coverage for the Uxbridge site via the Bomgar Button, and streamlined processes with planned integration into HP Service Manager.

Bucks New University

Aaron James

Computer Support Technician