How Fordham University Transformed IT Support with a Remote-First Strategy

For colleges and universities navigating the complex intersection of technology, privacy, and user support, Fordham University’s IT success story offers a roadmap worth exploring.

Like many institutions, Fordham faced mounting challenges in supporting over 4,000 faculty and staff—each using university-provided computers, many of which housed sensitive intellectual property. The catch? The IT department didn’t have direct administrative rights over these devices, and traditional, agent-based remote support tools were a non-starter due to user privacy concerns.

So how did Fordham deliver efficient, secure, and scalable tech support without compromising privacy?

They turned to a remote solution that puts user control first: Rescue. This permission-based tool allows the IT team to provide on-demand support—without installing permanent software or retaining access between sessions. The results speak volumes:

• 40% of desktop support cases are now resolved through Rescue.

• Same-day resolution rates jumped from 40% to 75%.

• What used to take 1–3 days now happens in real time.

Fordham’s story highlights the power of implementing a remote support solution that respects user autonomy while driving measurable impact across campus.

👉 Read the full case study to see how Fordham balanced privacy and performance: https://www.goto.com/resources/case-study-fordham-university

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