Remote Session Guide
Occasionally, if an issue cannot be replicated externally or if the issue requires the use of local software (such as an MIS extractor problem) the Service Desk will request a remote session to troubleshoot an issue.
We now use Team Viewer Quick Support to accommodate remote sessions with our customers.
Team Viewer Quick Support
Team Viewer Quick Support can be accessed by accessing this URL https://get.teamviewer.com/frogsupport
This URL will start up an .exe (executable file) so you can run the application right away without having to download anything.
Once the .exe file has been run on your computer that's everything, the application will then auto load displaying as shown below:
You then need to supply the 'Your ID' and the 'password' displayed in the application to the support analysts so a successful remote connection can be established.
We can now carry on further investigation the incident at hand remotely.