Application of Remote Diagnostic Techniques for Computer Equipment Maintenance: A Study in Higher Education

Abstract

Timely maintenance of computer equipment is a key factor in ensuring the continuity of academic activities in higher education institutions. In this context, remote diagnostics emerges as an alternative for optimizing technical support processes. The study adopted a qualitative approach with empirical support, based on semi-structured interviews with technical staff and the operational implementation of remote diagnostics on ten computer systems intensively used for academic purposes, using remote access and system performance monitoring tools. The results show an average reduction of 35% in equipment downtime, as well as improvements in response times and early fault detection, without interrupting academic activities. It is concluded that remote diagnostics is a viable strategy for improving the efficiency of computer maintenance, although its effectiveness depends on technological infrastructure, remote access security, and staff training.