Case Study: University of York achieves campus-wide, cross-platform remote IT support with BeyondTrust

University of York Taking IT Support for a Vibrant University to a New Level

The University of York, a rapidly growing UK university with over 13,000 students and expanding campuses, faced increasing demand to support a wide range of personal and non‑managed devices. Its existing Microsoft SMS-based remote support only covered managed Windows PCs and could not handle Linux, mobile devices or students’ own laptops, creating gaps in responsiveness as the university rolled out new software like Office 2007.

York selected Bomgar for its cross‑platform, hosted remote‑support solution—offering Windows, Mac, Linux and mobile support plus features like session logs, secure file transfer and an invisible Unix/DOS shell for technicians. The result was broader, faster support (even abroad and during campus disruptions), fewer escalations, higher user satisfaction, and a plan to promote one‑click access via the Bomgar Button as part of ongoing technology rollouts and student services.

University of York

Sarah Kennedy

IT Support Office Manager