Device Must be Online
Help desk technicians can assist you with most issue, remotely. The technician can be anywhere and you can be located anywhere as long as the Randolph device is connected and accessible via the internet. Hardware device failures and connectivity issues can be discussed over a phone call, however most repairs or fixes would require that the device be provided to the Randolph IT Office for support.
Remote Support Sessions
To minimize the time needed for a support session, and to minimize the impact of support to your work time, a support session is scheduled to your availability and all activity is driven by the Support Technician.
Remote Support is requested by a technician in response to your open Help Desk Ticket.
Do not grant remote access to you device from any support resource which was not requested by you from the Randolph Help Desk.
Pre-announced IT NOTICE of remote support for company-wide support concerns or rollouts are the exception.
- When requested, provide a date/time when that support activity can be started.
- The technician shall send a Microsoft Teams meeting Invite to you.
Prior to the meeting, save all your open work and close all applications which are not specific to the support required
- At the time of the meeting, the technician shall join to discuss the support activity required with you.
Depending on your issue, you may receive prior instructions to setup or prepare for the support session.
- The technician shall connect to your device (usually not via Teams) and perform the necessary support activity
- Only after your validation that the support is complete, we shall disconnect from your device and conclude the Teams meeting.
If your issue is not remediated, additional support session may be required, or the device may need to be physically repaired by IT
Please feel free to provide any feedback to the Help Desk with comments on our assistance to you and if you have any suggestion for us to improve our support service.