Reference
System
Remote support console
The remote support console is used when a fix genuinely needs hands on the user's machine. Zoom covers the cases where you only need to see their screen.
Remote SupportNeeds review
Due for review
This follows a procedure as described, but has not been confirmed against the current system. If what you see does not match, report it.
When you use it
- When the fix needs hands on their machine, not instructions
- Never as a default — phone guidance and screen sharing come first
Quick reference
- Screen sharing alternative
- Zoom, when you need to see but not touch
- Consent
- Explicit, before connecting, recorded in the ticket
- Presence
- The user stays at the machine for the whole session
Watch out for
- "I'm going to connect now" is an announcement, not consent.
- Access granted for one problem is not access to the machine.
- Ending a session means terminating it in the console — closing a window is not the same thing.