Remote Assistance allows a professional Information Services technician to connect to a College computer in real-time while on the phone with a community member. With the caller’s permission, this connection allows the technician to view and/or control the caller’s computer in order to solve problems and demonstrate solutions.
Remote Assistance is available for both the PC and the Mac, and may be available for other platforms.
What Is the Purpose of Remote Assistance?
To resolve many problems more immediately, often at the time of first call by:
- Allowing a professional technician an immediate, direct look at a problem.
- Enabling a community member to reproduce/demonstrate a problem.
- Permitting a Help Desk technician to demonstrate a task while explaining it.
- Allowing technicians and community members to work side by side to achieve real-time solutions.
How does it work?
Remote Assistance is offered over the phone while a community member is sitting at his or her College-owned computer. The caller will be asked to go to a Web page and join a session with a technician. Once connected, the caller will need to grant privileges as requested onscreen. Remote Assistance to an individual's computer is never performed without the express permission of the caller. Either the customer or the technician can end the session at any time.
Once the screen is shared, the technician can see the entire screen. He or she can use the connection to see what is occurring and, if allowed, manipulate the mouse and keyboard to troubleshoot or resolve the problem. The caller can see everything that is happening on his or her computer.
What Kinds of Things Can Remote Assistance Be Used to Do?
- Demonstrate a procedure (how-to).
- Resolve a known or suspected problem that is expected to be quickly addressed.
- Perform common software installs.
- View a person’s computer to gain a more complete understanding of a reported problem.
- Perform advanced troubleshooting or information gathering.
- Help with locating missing files or elusive menu options.
What Are the Limitations?
Remote Assistance cannot be used to:
- Address problems which require extensive time or research.
- Solve hardware or networking problems, or issues linked with the physical environment of the computer.
- Perform advanced problem resolution.
- Immediately resolve problems which require coordination between multiple staff members.
The Fine Print
- Only a professional technician can offer a Remote Assistance session. No student workers have access to the required software.
- Each Remote Assistance session can be initiated only with the consent of the community member (verbally and by joining the session).
- The community member needs to be on the phone with the technician throughout the duration of the Remote session; he or she will need to verify that the connection is disconnected at the end of the session.
- At this time, Remote sessions only can be used to connect to College owned computers with supported configurations.
- Because this service requires sharing the entire screen of the caller's computer, callers should be sure to close any documents, Web sites, or applications with personal or confidential data.