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Remote support tools

These tools allow the IT Service Desk to remotely connect to your machine, be it on campus, at home or in a hotel abroad.

Bomgar

If you ask for help from the IT Service Desk they may want to try to provide immediate help by a remote support tool called Bomgar. It is a remote support solution that allows the IT Service Desk to remotely connect to your device. Using Bomgar, the IT Service Desk can securely access and control systems and devices remotely, including personal computers, smartphones, tablets, servers etc. The connection that is made is directly between your machine and the technician’s machine and is fully encrypted.

Please make sure that you close any application that has sensitive data so that confidentiality is not compromised during this process.

How does it work?

The IT Service Desk can initiate remote support session in different ways.

1. An IT Service Desk team member can ask you to go to QMUL Bomgar Support Portal and ask you to click their name from the representatives list. Bomgar executable file will be downloaded. Please run the downloaded file (you don’t need administrative rights to open/run the file).

After opening the executable file you will be prompted to allow access to your computer

 

2.  By email invite

An IT Service Desk team member can send you remote support invitation by email with a link to initiate a remote support session. Clicking the link will prompt you to start a support session with the IT Service Desk technician. After accepting that, the Bomgar executable file will be downloaded. Please run the downloaded file (to open/run the file, you don’t need administrative rights.)

The email will be sent either from noreply-helpdesk@qmul.ac.uk or from IT Service Desk staff member’s QMUL email address.

During a Bomgar remote support session you will see following small pop-up window:

There are also other methods to initiate remote support sessions with Bomgar, the above two are the most commonly used by the IT Service Desk.

 

System Center Configuration Manager (SCCM)

Please make sure that you close any application that has sensitive data so that confidentiality is not compromised during this process.

Should we need to connect to a managed machine we can use SCCM. An IT Service Desk team member will ask you to provide the Service Tag of your computer. You can find it on the sticker at the back of the computer or at the bottom, if it is a laptop. After this you will get a prompt to approve the remote support session.

 During the remote support session you will see green bar on top of your monitor

Live Chat

Should you want to contact the IT Service Desk via chat, please go to http://www.its.qmul.ac.uk/ and click the IT Help Chat button.



Queen Mary IT Service Desk staff will respond to chat on weekdays from 8AM to 4PM. At any other time the chat will be picked up by our Out of Hours support (NorMAN). More information on NorMAN: http://www.its.qmul.ac.uk/support/helpdesk/

 

TeamViewer

Please make sure that you close any application that has sensitive data so that confidentiality is not compromised during this process.


If you have already had contact with this tool then you can simply run it from either the download or installed application, if not the please go to the following site:
http://get.teamviewer.com/QMWIN (for windows)
http://get.teamviewer.com/QMMAC (for Mac)
http://get.teamviewer.com/QMLINUX (for Linux)


When launching TeamViewer for the first time you will be asked to run it on your machine. The Client has an ID number consisting of 9 digits, this will always be the same for this machine, no matter if the client is uninstalled and then reinstalled. There is also a password made up of 8 randomly created letters and digits, this will change every time the client is run, or you can change it yourself by clicking on the button on the right of the password. The technician will need to be given both the ID and the password to be able to access your machine. You will get a message that a connection is being made, at any point you may stop this by refusing the connection or simply closing the client.


When the technician finally connects the screen will alter and the client will move to the bottom right of your screen, if at any time you feel that the technician is not respecting your privacy or is doing something that you do not agree with, then you have the right to terminate the session by clicking on the X of the client dialogue box. Note that the technicians name and his machine number is shown in the dialogue box. At the end of the session the technician will disconnect from your machine and the client will go back to its ready state, you can now close the application by clicking on the red X button.


The connection that is made is directly between your machine and the technician’s machine and is fully encrypted. At present this tool will be used in the same way as a technician would use your machine should they physically go to it. It does include you sanctioning its use and, as long as you make sure that you close the client down after use, no technician will be able to connect to your machine without you giving them the ID and password.

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