BeyondTrust Remote Support tool
BeyondTrust Remote Support (formerly Bomgar) allows authorised staff in IT Services and departmental IT teams to remotely connect to and control a customer's device, in order to help resolve their IT issues.
It can be made available to IT staff where remote access to their customer's devices would significantly help them carry out their support role.
Key features
- Remotely connect with any Windows, Mac or Linux device.
- Provide support for our services including email, filestore and VPN.
- Easily and securely access system and user information.
- Communicate with the remote customer via chat.
- Transfer files to and from the customer's device.
- Review session information and screen recordings after a remote support session.
- Fix problems quickly without requiring an in-person visit.
Access instructions
- Authorised IT staff can access the BeyondTrust Remote Support administrative interface.
- Log in with your York username and password.
- Request access via the Authorised Systems Registration tool - select the IT Services tab, then Remote Control Facility. If you’re not on campus, you need a virtual private network (VPN) connection.
- IT Services will assess your request and reserves the right not to grant access to the tool for security or other reasons.
Available to students and staff (restrictions apply)
All students and staff can request remote support using BeyondTrust. Only authorised IT staff in IT Services and departmental IT teams can remotely connect to and control a customer's device.
App and web-based
Compatible with Windows, Mac and Linux.
Funded by the University
There isn’t a cost to you for standard use.
Access instructions
- Authorised IT staff can access the BeyondTrust Remote Support administrative interface.
- Log in with your York username and password.
- Request access via the Authorised Systems Registration tool - select the IT Services tab, then Remote Control Facility. If you’re not on campus, you need a virtual private network (VPN) connection.
- IT Services will assess your request and reserves the right not to grant access to the tool for security or other reasons.
Related tools
Guides and help
How-to guides and set up
- Learn about what happens during remote support sessions.
Search all our guides and help
Training and best practice
Training is available for staff in IT Services and departmental IT teams. Please contact IT Services to arrange.
Accessibility
- View accessibility reports from BeyondTrust (beyondtrust.com)
Contact for support
If you're experiencing technical issues and need advice, please contact IT Services.
Service commitments
IT Services will assess each request to use the remote control tool, and reserves the right not to grant access to the tool for security or other reasons.
The following policies apply to all IT services provided by the University.
Availability
This is a live and supported service.
Support
- This service is managed by IT Services.
- We are responsible for monitoring, identifying and fixing faults.
- Support is available during our opening hours.
Standards
- Our service performance and standards have been produced in consultation with our customers, and we monitor the delivery, performance and availability of facilities and services.
We appreciate feedback as it helps us review and continually improve our service.
Page last reviewed: 9 September 2024