Smart Help Desk to support user's PC settings

Abstract

Bring Your Own Device (BYOD) is widespread at many universities in Japan. Students set up their PC to connect to the university's wireless LAN. However, students are not familiar with IT, so the staff at the information center has to check the PC settings directly. However, universities with dispersed campuses cannot secure sufficient staff to support the PCs and provide good services to users. Improving the level of IT support for users has become an issue. Therefore, to deal with such problems, a “Smart Help Desk” is proposed to read the user's computer screen, recognize the status, and automatically teach the operation method. This is an ongoing project.