Remote Help Guide

Remote Help is a cloud-based application which allows you to remotely view a user's display, and take control of the machine to assist the user.

Contents

• Overview
• Target Audience
• Connecting to a User's Device

Overview

Remote Help is a cloud-based application which allows you to remotely view a user's display, and take control of the machine to assist the user. It works with any Intune-joined device running Windows, MacOS, or Android, which currently encompasses all of the individual user laptops around the college.

Target Audience

Service Desk

Connecting to a User's Device

1. Both the user and Service Desk member should launch the 'Remote Help' application on their computer. This can be found on all our devices by opening the start menu and typing 'Remote Help'. Users will sign into this app using their regular Sault College login (e.g. jsmith@saultcollege.ca). Service Desk members should also sign into this application using their Cloud Administrator account (e.g. ca123456@saultcollege.ca.)
2. Once signed in, the home screen will have two parts - 'Get Help' and 'Give Help'. Select 'Get a security code' to get the code to help the other user.
   
   
    
3. A six-character alphanumeric code will be generated. Relay this code to the user and instruct them to submit it into the 'Get Help' section.
   
   
    
4. Once the connect is established, you will be given the option to take full control of their machine or just to view their screen. You can always request control within the session if you choose to only view their screen.
   
   
    
5. Once connected, you'll see the user's screen. The top bar contains some control buttons which allow you to view specific monitors, add mark-up to their screen, or open a chat window. The most important button is the UAC elevation prompt, which will allow you to run admin commands on the user's machine. When you're prompted to use an administrator username and password, use your Cloud Administrator account (e.g. ca123456@saultcollege.ca.)
   
   
    
6. If you're not speaking with the user through Teams or a phone call, there's also a chat module. The user can access the chat from the floating toolbar on their machine. You can access the chat from your top control bar.
   
   
    
7. Restarting the device should keep the connection between users. Keep your window open to retain the connection while the user restarts their machine.