Remote Desktop Support

Remote Support Services

Procedure to providing this support is as follows:

1.    Raise a request with the IT helpdesk.
2.    Once allocation to the ICT Customer Services Staff is done, you shall receive notification on the staff that has been allocated.
3.    The staff member shall contact you to confirm an appropriate time when you shall be assisted.
4.    Using your computer name, the staff shall initiate a connection to your computer for a remote support session for the on-campus support while a user-id and password generated when you launch the travelers and regional remote support tool shall be provided to the ICT Staff to connect in the event off- campus support.
5.    You shall then be required to accept the connection
6.    The ICT staff member shall then begin resolving the problem using their Keyboard and Mouse remotely as if he/she were sitted at your desk.
7.    Once done, you shall test to confirm the problem has been resolved as they observe
8.    Once settled, the ICT staff shall then disconnect from your computer and the call shall be closed.

More about the service

This is a secure service that allows a representative to assist an end-user in solving computer problems, either by showing what steps to take via screen sharing, or with permission, taking control of the desktop and performing a task remotely. Remote Support is often used in conjunction with phone support.

The deployment of remote support is in pursuit of improving the efficiency and effectiveness as well as timely support provision. This service will also provide the ICT Staff with the capabilities to provide concurrent support with greatly improved delivery.

In support of this crucial service, the security systems have been greatly improved and tightened to avoid any compromising circumstances.

Two different tools deployed for this service include; DameWare for on-campus support and Team Viewer for travelling and regional staff

Dame  ware

DameWare Mini Remote Control
The DameWare Mini Remote Control (DMRC) grants the ICT Supoort staff the ability to remotely install the client agent service thus eliminating the need to physically visit the remote machine to install the software. This tool then gives the ICT staff the unique ability to remote control any machine on the LAN or WAN (across town, across the country, or even around the world) in a matter of seconds.

The Mini Remote Control includes extensive features with regard to security and encryption, including multiple authentication methods. For security purposes any connection to the remote machine requires clients’ permission, in that a client has to accept a connection. This means that the connection is done with the users’ consent.

Team Viewer Remote Support over the internet
Team Viewer

NOTE: ICT Staff shall assist with the installation.

YOU MUST ACTIVATE TEAMVIEWER TO ALLOW FOR FULL FUNCTIONALITY OF THE APPLICATION

Download Teamviewer Full Version V5.19385 now and save it on the desktop or your own specified folder.

To install TeamViewer click here for detailed instruction. To activate your TeamViewer version V5 download TeamViewer Activation package.zip. Save the package and extract Reg file. Double click on the extracted file.

Download the TeamViewer Activation package.zip from below

AttachmentSize
TeamViewer Activation Package.zip1.65 KB
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