Overview of remote assistance through IT Help Central


Introduction

From time to time, you may encounter technical problems that are difficult to diagnose and fix over the phone. Remote assistance enables IT Help Central's support agents to view and access your computer, tablet, or smartphone remotely in real time. You can demonstrate the problem that you are experiencing and the support agent can step you through some troubleshooting steps to resolve the difficulty.

IT Help Central uses Skype for Business and the BeyondTrust application for remote support capabilities.

Explanation

Skype for Business

In addition to facilitating telephone calls and instant messaging, Skype for Business allows you to present your screen to other individuals. This screen sharing feature can help in troubleshooting problems that may be difficult via phone or email.

Get remote assistance using Skype for Business

If you would like to take advantage of remote assistance over Skype for Business, please contact IT Help Central. Remote assistance is generally best as a last resort only if traditional troubleshooting cannot resolve a problem or if the problem is complex and therefore is more efficiently resolved over remote assistance.

Helpful articles

The following articles may be of help if you believe that remote assistance will be used:

askIT remote assistance

askIT remote assistance, powered by BeyondTrust Remote Support, is a remote assistance solution that allows support agents to remotely connect and assist you with a technical problem. With your permissions, using BeyondTrust, support agents can access your device remotely, including personal computers, tablets, and smartphones.

Get help with askIT remote assistance

If you would like to take advantage of remote assistance through askIT, please contact IT Help Central. Remote assistance is generally best as a last resort only if traditional troubleshooting cannot resolve a problem or if the problem is complex and therefore is more efficiently resolved over remote assistance.

Helpful articles

If you have already been provided a session key to join a remote session, please view the directions linked below for your operating system:

Additional questions can be directed to IT Help Central, and support agents will render assistance or assign an issue in your name to the appropriate team.