Modernizing IT operations: Bega Valley boosts remote support efficiency by 50% with Zoho Assist
The Company
Bega Valley Shire Council is a local government organization that manages the Bega Valley area in New South Wales, Australia. The council is responsible for overseeing a variety of essential services, including waste management, aquatic centers, childcare centers, and public infrastructure. With a diverse and widespread workforce, maintaining efficient IT operations and providing robust remote support for employees in different locations is crucial.
The Challenge
Bega Valley Shire Council faced many challenges in terms of their remote IT support. With multiple remote sites—such as waste transfer stations, pools, and childcare facilities that are located in various regions—the IT operations team found it difficult to provide effective technical support to devices that are not directly connected to the local area network (LAN). These sites needed a remote support platform that enabled technicians to quickly identify the issues and resolve them remotely, without interrupting employees' daily operations or requiring their physical presence near the device.
The addition of Zoho Directory was also a major selling point. The ability to access technicians' accounts securely by using multi-factor authentication (MFA) enabled Bega Valley Shire Council to provide remove access to potentially sensitive systems in a secure environment. Coupled with effortless onboarding and implementation, Zoho Assist was an appealing solution.
The Solution
Thomas decided to explore Zoho Assist for his organization's remote support needs. Zoho Assist offered a comprehensive set of features, including remote desktop control, remote task manager, scheduled tasks, file management, and remote machine access that would avoid interfering with user operations.
The addition of Zoho Directory was also a major selling point. The ability to access technicians' accounts securely by using multi-factor authentication (MFA) enabled Bega Valley Shire Council to provide remove access to potentially sensitive systems in a secure environment. Coupled with effortless onboarding and implementation, Zoho Assist was an appealing solution.
The impact of Zoho Assist
Since adopting Zoho Assist, Bega Valley Shire Council was able to witness seamless IT support operations. The IT team can now easily connect to remote computers that are not on the council's domain or LAN. The ability to remotely manage these devices without disturbing the end-user experience has resulted in time savings, especially when performing diagnostic tasks and software installations.
The solution's capability to manage remote sessions quietly, without gaining complete control of the user's device, has been especially beneficial in minimizing session duration and enhancing productivity. The technician no longer has to depend on multiple software solutions for remote management and access, optimizing their process and rendering them more efficient.
Technicians have reported that Zoho Assist has reduced their session time by as much as 50%, especially when performing remote diagnostics or installing software. The platform's multi-monitor navigation simplifies everyday operations by making it easier for technicians to manage complex setups where they need access to multiple screens simultaneously.
"Zoho Assist ticked all our boxes in terms of feature completeness. Zoho Assist has transformed how we manage remote IT support, making it more efficient and secure. The reduction in time spent on diagnostics and troubleshooting has been incredible, and we are confident that it will continue to meet our needs as we expand."
- IndustryGovernment Administration
- TypeGovernment
- Employees200- 500
Looking forward
Zoho Assist has proven to be a powerful remote support tool that has made a significant impact on improving productivity for Bega Valley Shire Council's IT capabilities. The ability to manage devices remotely without disrupting remote users' operations, along with secure integration and quality customer service, made Zoho Assist the best option for the council. The switch from their previous remote support software has led to smoother remote troubleshooting, quicker response times, and more secure operations throughout the organisation's IT environment.
The organization's long-term plan includes implementing Zoho Assist across all remote Windows devices, particularly those at distant locations such as waste transfer stations and childcare centers. This will ensure the IT team has consistent access to all the organization's devices to provide an added layer of security and efficiency.
