As part of our service we offer remote support whereby we connect to your computer across the internet using a secure, encrypted connection that enables us to view your computer’s screen remotely, and control your computer using (our) computer’s mouse and keyboard, pretty much like being directly in front of it.
By eliminating the need for you to book us for a personal visit, we can often respond quicker to your needs and perform IT tasks more cheaply for you. While there are some tasks that are not suited to remote support (such as hardware-related work, wireless surveys or some network reconfiguration tasks), the majority of IT support tasks can be effectively undertaken remotely, including those that require software installation and/or rebooting of your computer.
While we do have ‘unattended’ remote access for some of our clients, we can offer ad hoc remote support for all our business and residential clients. We use a sophisticated and secure remote support system based on LogMeIn’s GoToAssist service, and we can connect to a range of devices such as computers and laptops running Microsoft Windows or Apple MacOS, and to many tablets and smartphones running Google Android. Please note that at this time we cannot remotely connect to Apple iPad or iPhone devices.
The remote access software is active on your computer for the duration of the support session only, and does not require you to open access to us through your firewall, for instance, or perform any other complex configuration of your computer. Once we agree with you to conduct a remote support session, we will invite you by providing you with a one-time support key that you will need to hand during the connection process.
Once it is time to start your support session, please click the link below to begin:
On the page that opens (provided by our service partner LogMeIn at fastsupport.com) you will be asked to fill in your name and a support key we provide you with, and then to press Continue.
You will be guided through an automated process to download and install the remote access software, during which time you will encounter a small number of prompts to negotiate. This process will vary according to the type of device and web browser you are using – don’t worry, we will be on hand via telephone to assist you.
Once the process is complete you will be asked to confirm you wish to join the remote session, following which we will be able to connect to your computer.