Desktop Management Tools
IT Helpdesk and Desktop Support utilizes Microsoft's System Center for remote management of PC's and also utilizes Casper Suite for Macs. These tools help provide for image deployment, software installations, remote management, patch management, reporting and other administrative tasks. System Center is covered under the Campus Agreement and therefore comes at a reduced cost. Casper Suites is funded by the IT Division and TFAC.
Updates and Patches
Desktop Support will assist you in keeping your computer patched by deploying updates through the management tools.
Windows patches are deployed around the Thursday following the second Tuesday of the month by default. These will include both OS and Office patches.
Mac patches will be deployed automatically as they become available from Apple.
Management tools will be used by ITS groups to remote control customers computers. This allows both the technician and the customer to see the screen, enabling better and quicker customer service. Permission from the customer will be obtained before a remote control session is started.
While a remote control session is in progress on Windows, an information-bar is displayed letting the customer know that a session is underway and who is controlling their computer.
While a remote control session is in progress on a Mac, a small 'Sharing' icon will be displayed on the menu bar.
System Center has a "Software Center" program that will allow customers to install certain applications and patches. To access: Start - All Programs - System Center 2012 - Software Center
Casper Suite has a "Self Service" program that ill allow customers to install certain applications. To access: Go - Applications - Self Service