Remote Assistance

If  members of Staff or Fellows have any issues and would like IT to help, please send us an email via briefly describing the issue including any error messages you may be facing.

The IT team will try to resolve any issues via email or phone where possible. If an issue cannot be resolved via the methods above, we will arrange a screen sharing session with you using Microsoft Teams.

The IT Office will send you a calendar invite to book a session with one of the IT team. Please feel free to contact us or propose an alternative time if this is not suitable for you.

Once the invite has been sent, you will receive an email to either accept or decline this meeting.  If you have chosen to accept, this session/meeting will be added to your calendar.

Joining the Meeting

At the scheduled time, please open the Microsoft Team’s app installed on your local device and click on the calendar tab, you will be able to see a Join option, please click the button to join to start the meeting.

Please ensure that your microphone and camera are set to On before joining the meeting. (Please note that, these features are only available on Microsoft Team installed on your local device and not through remote access on your College device.)

Please make sure you have closed any confidential document before proceeding to the next step.

Once in the meeting, on the right-hand side you will see an icon as shown below to “Start sharing your screen”.

Please click on the icon shown above which will allow a member of IT to view your desktop. In order to help you with your issue we may need to request to “take control”, once we request control you will see an option to give control (as below), please click on the “Give Control” option to grant IT staff access. (Please note that you can stop the control at any time.)

After giving control to the member of IT team, you should see two mouse cursors which will have an icon with the image/icon of the person controlling the mouse.

In some cases, after triggering a setting change IT will not able to view the pop up appearing on your screen. We will always ask you if this is the case. Please do inform us of any pop up window before clicking OK.

After the issue has been resolved, feel free to stop sharing your screen by clicking on “Stop Control “option as seen below.