If you visited service.drake.edu/its or clicked on the IT Support link in myDrake, you may have noticed a new look. We’ve made some changes to the layout to make answers easier to find. In addition to submitting online requests for assistance, be sure to browse the tech resources and instructions available in our knowledge base. Never used our site? Learn more at Using the IT Service Portal (How-to).
Tomorrow we’re launching a new feature allowing you to interact online with ITS staff to resolve technical issues. With your consent, ITS staff will be able to remotely access your computer to diagnose and resolve issues. All interactions will be logged as part of the request and no ITS staff member will ever access a computer without permission. In order to easily facilitate this new support option, we will be pushing out software to all Drake-owned computers tomorrow morning. As a result, you may see a new icon in your menu bar or software area for BeyondTrust, the remote support tool we’re adding.
Learn about how remote support will work at Using Remote Support with ITS (How-to)
By switching to remote support, ITS is hopeful that we will be able to improve response and resolution times. Remote support will become the primary initial method of assistance and in-person support will only be provided if remote access cannot resolve the issue.