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Education·Research · ANYSUPPORT · Internal support
Gangwon Office of Education
· ANYSUPPORT Customer Stories / Gangwon Office of Education

CUSTOMER STORY

One remote-support desk for PC environments across the office and schools

When staff at the education office, support offices, and schools face issues with administrative work, class materials, browsers, security programs, or printers, the remote-support center checks the screen directly. Geographically scattered schools can be supported without visits, helping close the IT-support gap for rural schools.

ClientGangwon Office of Education
ProductANYSUPPORT · PC
Use TypeEducation·Research · Internal support

BACKGROUND

Background

UsersFaculty and staffSchool IT officerEducation-office support center

Challenge

Schools are widely dispersed with different device and network environments, so on-site support is costly.

Key Objective

The key is to deliver the same remote-support quality regardless of region or school size.

After

  • Reduced IT-support gaps between schools
  • Faster staff return-to-work
  • Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

Faculty/staff

Request school support

Inquiry no. · consent

School IT officer

Verify org and user

Session ID · agent

School IT officer

Remote PC check

Issue type · action log

Support center

Fix class/admin issue

Approval · handoff · change

Detailed Scenario

When staff at the education office, support offices, and schools face issues with administrative work, class materials, browsers, security programs, or printers, the remote-support center checks the screen directly. Geographically scattered schools can be supported without visits, helping close the IT-support gap for rural schools. The key is to deliver the same remote-support quality regardless of region or school size.

OPERATION

Security Controls

Security Controls

  • Separate student and staff users
  • Minimize viewing of academic/research screens
  • Control file-transfer policy
  • Retain consultation and outcome logs

Operational Risks

  • Accessing without user approval
  • Agents viewing more screens than needed
  • No cause/knowledge accumulated after a quick fix

PERFORMANCE

Recommended KPIs

Average incident handling timeBaselines and targets to be set from real operational data
First-contact remote resolutionBaselines and targets to be set from real operational data
On-site-visit replacement rateBaselines and targets to be set from real operational data
User return-to-work timeBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define internal-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average incident handling time and first-contact remote resolution, and expand standard playbooks.

Is It Right for Your Company?

We'll propose a remote support model tailored to your industry, users, and security policy.

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