Purpose
To ensure confidentiality of files stored on customer desktops and to ensure the trust customers have in ITS.
General
- ITS support staff may, in the course of providing phone support to a customer on campus request to remotely access the customer’s desktop. See script below for non-SVSU systems.
- The customer must physically acknowledge and permit the remote access of their desktop by clicking on a “Connect” button in a pop-up (depending on the application being used). The idea is that they’re physically granting access to ITS to take over control of their system.
- The customer will be advised when the remote support is disconnected.
- The support person will be sure to actually terminate the session (not just close the browser or power off the PC)
- The support person will ask the customer to verify that the session has terminated.
- For non-SVSU equipment (student and off-campus personal computers), remote support is limited to diagnosing and capturing error messages or video samples for further troubleshooting and suggesting fixes; but not taking control over personal systems. If in doubt, seek your leader’s advice. Note. There is a one-step in Cherwell for Support Personnel to use in terms of the script (see below).
- Remote support is available for Windows, Macs, Android, and iOS devices.
Script for remote support of student and other non-SVSU owned equipment:
With your permission, I would like to do a remote connect with you and your system.
Okay, first I have to let you know that we only use this tool to observe and help troubleshoot your situation.
I'll have you navigate and will suggest changes. I also have to let you know that we cannot guarantee the impacts of the changes, since we are not familiar with all aspects of your system. Are you ready?
Okay - I need you to open your browser (or a new tab) and …. (then describe the process for the remote tool you’re using).