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Question
Can I get Remote Support?
Answer
Remote Support
The OTS Support Desk offers remote support using Bomgar through support.iit.edu
What is Remote Support?
Remote support provides virtual on-site support for most computer issues.
How does it work?
If an OTS Support Desk technician feels that remote support is appropriate to resolve a given issue, a technician will request that you navigate to our remote support website to begin the process of establishing a remote connection. Note that the connection cannot be established without a customer's presence or permission. Remote assistance can be ended at any time by either party.
Once control has been granted to the technician, the technician can guide you in the best resolution of the issue.
Why should I allow this?
One of the main advantages of remote assistance is immediate hands-on help. Since both the technician and the customer can view the customer's machine simultaneously, the technician can view, diagnose, and remedy many issues both efficiently and effectively.
In addition, with the customer able to view the work of the technician, the customer will be better equipped to resolve issues independently, avoid repeating any errors that may have led to a particular issue, or be able to more effectively provide a technician with a better description of a recurring issue.
Who do I contact about Remote Support?
The OTS Support Desk is responsible for handling remote support. They will only initiate a remote support session if they feel that it is necessary to fully understand the issue that the customer is having with their computer. The OTS Support Desk also handles any questions or comments about remote support.
To contact the OTS Support Desk:
Telephone: 312 567-3375 (7-DESK)
Location: IIT Main Campus, Galvin Library, 2nd Floor
When can I get Remote Assistance?
A Remote Assistance session is only available during Support Services regular working hours of operation.
https://ots.iit.edu/help-and-support/locations-and-hours
Additional Information
Need additional information or assistance? Please contact the Support Desk 312.567.3375