1. REMOTE DESKTOP ASSISTANCE 03/06/2014
LIANNA BABELI 0
Lianna Babeli | Operating Systems I | March 6, 2014
Remote Desktop Assistance
END USER POLICIES & PROCEDURES

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Sometimes we all lose the ability to simply get something done or a piece
of our computer simply stops functioning properly without us doing anything. It
happens. It sucks. It’s ok though! That’s what our IT Desktop Support department
is for. We are here to help you in any way that we can should problems arise and
you need help.
One of the many ways in which we can assist is by performing Remote
Assistance on your system. This allows us to be able to help you without any sort
of physical exchange between us. It protects you and us and helps us perform
solutions for whatever crazy thing is happening to your computer at the moment.
In this article are the explanations of what will happen when you need assistance
and need it now. Just so everyone knows: this will explain what YOU need to do
and what WE need to do to make this all work. There’s no surprises!
On all of our computers that employees like you have access is a special
feature, a program, called Remote Assistance. This is a nifty little program
provided by Microsoft. What it allows us to do is view your system in real-time
and see what’s going on as the problem happens. If it’s something that can be
fixed right then and there, great! We can take care of it and get it done. You view
the experience the entire time knowing that we’re doing our best to get the
situation resolved. If it’s something more internal on your computer, we’ll figure
that out using this program then we’ll come by and physically check out the
system.

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So in order for us to help you via Remote Assistance, there’s only a few
simple steps that you need to perform to get quick and efficient help from us. To
begin, let’s start with the end user process, or the process you’ll take, to get us.
 Before finding and starting the process for the Remote Assistance, make
sure that no programs or files are open or in use that you don’t need us to
see to fix the problem. It protects you and makes our job more efficient.
Again, only keep what you need help with visible on the computer’s
desktop. Thank you!
 Click on your Start button in the lower left hand corner of your screen.
 Type Assistance in the Search box at the bottom of the Start Menu.
 You’ll see a selection of files, programs, and options appear. The very first
selection should be Windows Remote Assistance. Click on it.
 A window prompt will appear with a title of Windows Remote Assistance.
You will see a couple options. “Invite someone you trust to help you” and
“Help someone who has invited you”. In this case, click on Invite
Someone.
 You will be given three options on how to invite someone to help you.
Since your computer is most likely running Windows 7, go ahead and click
on Use Easy Connect.
 Once that happens, a small progress bar will appear for you that tells you
it’s establishing the connection, making the remote assistance program

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open, and then the actual Remote Assistance window will appear with an
instruction to provide a password to the person assisting you.
 Go ahead and call one of us and let us know you want Remote
Assistance. Once we’ve established our end, we’ll ask for the password
and the session will begin.
 You’ll see a window prompt appear and request to allow our IT tech to
gain access via the remote connection.
 NOTE: You should verify always that the Username it tells you is the same
person you are on the phone with so that someone doesn’t potentially
harm your system. Thank you!
 Once you allow the connection, the Windows Remote Assistance window
will change to give you various options: Stop Sharing (which will be greyed
out, this is explained later), Pause, Chat, Settings, and Help.
 Chat is a great way to real-time contact with whoever is helping you just in
case the phone lines are down or it’s easier for you to type out anything
they may ask you to reply to. Otherwise, just use the phone.
Now, let’s discuss the steps that WE take to make sure we can assist you with
Remote Assistance. With Easy Connect, it makes this process super easy!
 We’ll get your phone call asking for Remote Assistance.
 We will open Windows Remote Assistance Wizard in the same manner
you did, but we’ll select Help Someone instead of Invite Someone.

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 Since you should have provided this connection with Easy Connect,
then we’ll choose the same thing.
 Once this happens, we’ll be prompted to provide the password that you
received by the program.
 We’ll input the password and then the request for assistance will be
sent to you.
 Once the connection is established, we now can view your desktop as
you do! From here, we’ll ask you to make the error happen again.
 We’ll study whatever happens and what steps you went through. We’ll
ask various questions along the way to make sure we understand
what’s going on.
 After we’ve determined the problem, we may ask to take control of
your system. This is temporary of course and you can always cancel
our control, once established, at any time that you feel it is necessary!
 You’ll receive a prompt asking if we can take control of your computer.
It’s entirely up to you!
 If we take control of your computer, we’ll only do the steps needed to
get your computer back to where it was working before.
 If we discover that the problem is going to take a lot more than just
remote access, then we’ll cancel the control session ourselves and let
you know that a technician will be coming by to further narrow down
the problem.

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Any other issues that are discovered will be properly documented and be
given to your supervisor(s) and our own supervisor(s). The entire incident will
also be reported to the proper supervisors.
We hope that this was a great way for you to understand how the IT
Support Desktop department can help you with anything you need! If you have
any questions, please contact our IT department and we’ll take care of you.
(Microsoft Corporation, 2014)
References
Microsoft Corporation. (2014). Get help with your computer using Windows Remote
Assistance - Microsoft Windows Help. Retrieved from Microsoft Windows:
http://windows.microsoft.com/en-us/windows/get-help-windows-remote-
assistance#1TC=windows-7