General ICT Help
IT Services are able to use a tool called Remote Assistance to help resolve your Service Desk calls more quickly and efficiently. It works on standard University computers connected to the University wired or staff wireless network, (wlvstaff), all of which should have already had the necessary software installed.
With your permission, this tool enables IT Services staff to see what is on your computer screen, and to use their mouse and keyboard to operate your computer. So if you don't know how to do a particular task in Excel, Word isn't behaving as you'd expect or you are having trouble with your Roaming Profile, they can see what you are trying to do and can assist you with the resolution.
You always have the control to end the session at any time and for any reason if you want to.
Starting a Remote Assistance session
Before someone from IT Services can use Remote Assistance, you have to be in front of your computer and you have to give your permission. They will explain what they are going to do, and give you their username (e.g. in1111).
If you wish to go ahead and use Remote Assistance, please close down any files or emails that are not related to the call, particularly if they are confidential. The person from IT Services will then ask you for the following information to enable them to make the connection with your computer:
- IP address (e.g. 192.168.0.115)
You can find this by double-clicking on the BGInfo icon on your desktop, but they will help you to find this information if you are unsure.
When the person from IT Services has initiated the session, you will see a box similar to the one below:
It asks you if you want to allow this person to take remote control of your machine and will display their username (UNV\in1111). If you are happy to go ahead with the session, select Yes (the default option is No for security purposes).
The member of IT Services staff will then be able to see exactly what is on your computer screen, and will be able to use their mouse/keyboard to operate your computer.
They will end the session from their computer before the telephone conversation has concluded. Please note that you can end the session at any time by following the instructions below.
To end the session from your computer
While a Remote Assistance session is active, this icon will be in your system tray at the bottom right of your screen.
When you hover over the icon you will see Being viewed by ‘UNV\IN1111’ . (where in1111 is the 'in' number of the member of IT Services staff).
To end the session, right click on this icon and select Close Session.
Frequently Asked Questions
Q Can people from IT Services connect to my computer at any time?
A No - each Remote Access session is independent and you have to give permission each time it is used.
Q Can people from IT Services re-connect after the Remote Access session is closed?
A No - you would have to give your permission again.
Q Can people from IT Services access confidential data on my computer?
A In theory they could, but would never knowingly do this. They can only see what is on your computer screen, so you can see exactly what they are doing. You can terminate the session at any time if you are concerned.
Remote Desktop Tool
If IT Services are unable to resolve your issue using Remote Assistance, or it is likely to take a long time to resolve, we may use a tool called Remote Desktop. This enables us to do more complex trouble-shooting and problem resolution without a visit. It can also be used without you being in front of your computer, but we would always ask your permission before using it.