Greater Manchester Shared Services (GMSS) has merged its remote support solutions with Bomgar Remote Support to create a single secure solution for its 20 service desk team members.
GMSS delivers a large portfolio of healthcare support services in the UK, working closely with 12 regional clinical commissioning groups (CCGs) serving a population of 2.8 million. The organisation's clients include CCGs, local authorities, more than 600 healthcare providers, and a host of other public and private sector bodies, primarily across Greater Manchester.
Grant Taylor, Service Desk Officer for NHS GMSS said, "working with healthcare practitioners, we handle large volumes of sensitive patient data every day. Ensuring the security of that data was of primary importance in choosing a remote support solution. Bomgar is highly configurable to meet our specific support needs while maintaining strong security, which was not the case with many other solutions."
GMSS has also integrated Bomgar with its ServiceNow IT service management system. The integration allows the support reps to initiate Bomgar remote support sessions from a ServiceNow record, and feed a full transcript of the video recording of the session back into ServiceNow tickets. Should a client have a concern about what actions were taken by a support rep during a session, every step can be reviewed within the ServiceNow record.
Grant added, "when a user has a problem, we get on the phone and give hem a Bomgar session key, allowing us to quickly take control of their machine and provide the help they need. Our goal is to make the experience as easy as possible.”