Remote Support - Coming in January 2013!

Providing Support at a Distance via Remote Support

Ever pick up your mobile phone, call the EC Technology Operations Department and ask for help about a computer right in front of you? If so, we may soon be able to do more than just "Talk you through the problem!"

Starting in January, 2013, the EC Technology Operations Department will be rolling out a new "remote support" option that enables the Technicians to provide help at a distance. This means that after you grant a technician permission--which has to be granted per connection--that technician will be able to remotely work on your computer while you are watching it!

Remote Support enables EC Technology Operations staff to take control of the desktop of a remote computer and provide support to end-users as if technicians were standing next to them.

• Quickly connect and control the end-user’s desktop
• Take one-click screenshots of the remote desktop
• Chat with the end-user as you troubleshoot problems
• Instantly transfer files to remote computers to fix problems
• Remotely control Windows, Mac OS X and Linux desktops

Campus Technology Coordinators (CTCs) are also going to be encouraged to have this functionality, although that is pending funding.

While the software has already been purchased--very cost-effective solution--it will need to be "pushed out" to campus computers and/or installed on them.