The trial has ended and this services is currently unavailable.

IT Services are trialling a remote assistance option for resolving computer problems. This allows the Service Desk to troubleshoot problems which would otherwise require IT Services to visit in person, providing more opportunities for immediate resolution of queries. At present we can only use remote assistance to University-owned computers running Windows 7.

What it can be used for

• Problems using programs
• Connecting to network drives (where permissions have been given)
• Connecting printers (where permissions have been given)
• Helping where instructions are complex
• Diagnosing problems

What it cannot be used on

• Personally-owned computers
• Unix or Macintosh computers
• Windows computers without Lync installed

Note: Many problems cannot be handled in this manner. The IT Service Desk will let you know if they think Remote Assistance could help. We cannot guarantee that a remote assistance session will resolve a problem or resolve it within the time available.

Policy

• Before initiating a remote assistance session, the Service Desk will ask over the telephone if you are happy for them to use remote assistance. If you say you are not happy, they will will not use remote assistance but will still try to resolve your problem.
• If you agree, please close or minimise any windows with confidential information or which you do not want the Service Desk to be able to see.
• The Service Desk will talk you through what they are doing at every stage and seek your permission before changing any setting.
• If at any point you are unhappy, click on Stop Sharing at the top of the screen.

Note: Where Lync is available, users can use it for chat and file sharing. For data protection reasons, please do not use it to share each others' desktops.

Remote assistance policy for pilot (PDF)

Step-by-step

IT Services are using a program called Lync, installed on most University Windows 7 computers, to start a text chat with you. They will talk you through using Lync to start a remote assistance session.

The Service Desk will ask you to share your monitor display.

Lync will show you that your desktop is visible to the Service Desk.

The Service Desk will ask you to give them control of your computer. This request will appear at the top of your screen. If you are happy to proceed, click Accept.

You will also be asked to confirm.

Once the remote assistance session is started, the Service Desk will be able to see everything you can see, move the mouse and keyboard as if they were you and run programs as if they were you. This can be disconcerting to begin with, but please refrain from unnecessary use of the keyboard or mouse during the process.

At the end of the process, the Service Desk will end the Remote Assistance and Lync session.

During the pilot they will also ask you some questions about how you felt it went.