Remote Support Procedures (in progress)

Remote Support Procedures (in progress)

Do not connect to a user's computer unless you are schedule or have permission to connect at that time. 

If you work on a customer's computer in the admin account, make sure to log out of the admin profile when you are done. If you leave the computer logged in, the customer will think it's their account and panic when nothing looks the way it's supposed to.

For security, always log out of any profile and leave the computer at the welcome screen (unless you are instructed otherwise).



    • Related Articles

    • Best Practices and Procedures for Remote Support Appointments

      Be Ready for the Appointment When a user calls in on time for a scheduled appointment, the tech should be ready with the ticket open and be aware of what the user’s issue is. The user should not be sitting on the phone for two and a half minutes ...

    • Customer is Demanding on End User support but is not a help desk customer

      I scheduled your appointment for today as a courtesy; however, I'd like to remind you that this accommodation is an exception. Generally, we can’t accommodate end user support on such short notice. Your current RMM agreement does not guarantee a ...

    • Customer Sends Support Request to Address Other Than Support@

      When a customer emails you directly, politely ask the customer to send the request to the support address: To expedite service, can you please send your support request to support@nygeekgirls.com. Thanks!

    • Technician On-Site Appointment Procedures

      Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior technician or office admin first. On-Site Visit Procedures Administrative items to bring to every ...

    • Customer Support Request (Current customer, non-help desk)

      This is for current customers. For new customers, see “New Client Intake Instructions” Much of this info is intended for the office admin, but it is important for techs to know how to manage customers on the phone, create tickets and prioritize when ...