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SMS Remote Assistance - Troubleshooting Tool

Purpose:

Information Technologies uses SMS tools to remotely access user computers in an effort to troubleshoot and resolve computer problems.  This tool may be utilized on a proactive or reactive basis.

 

 

 

Statement:

Every effort will be made by Information Technologies to announce their intention to use SMS remote assistance tools to connecting to a user's computer whenever possible.  In most cases this tool will be used during a helpdesk call and phone authorization will be obtained and logged in the help desk tracking software.

 

 

 

Description:

Typical (not inclusive) Troubleshooting Efforts:
  • User contacts the helpdesk, IT staff assigned to resolve the issue confirms with the user to allow SMS remote assistance.  This will be logged in a helpdesk tracking ticket an automatic email will be sent to the user.
  • IT identifies a problem on a user machine.  IT contacts the user via phone and/or email to obtain permission and resolve the issue.  Depending on the nature of the problem IT may need to access the computer even if user is unavailable to provide permission.  This will be logged in a helpdesk tracking ticket and an automatic email will be sent to the user.
  • Emergent situation if directive received, in writing, from Executive Staff.

 

 

 

Additional Information:

In the event of an emergency where the user can not be contacted, Information Technologies may connect to a Computer without the users consent.  Ticket will be generated and email notification sent.

 

 

Approved By: Don Vescio

 

 

Date of Origination: 2/20/2008

 

 

Last modified at 7/2/2009 7:32 PM  by Vescio, Donald