With the expansion of UM Campus, ICTO Help Desk technicians are required to cover long distance to visit academic and administrative staff members with office locations spreading over several places across many buildings. Technicians spend lots of time walking back and forth between user site and Help Desk. On the other hand, staff members are required to wait for technician and it affects the productivity of the staff members.

The Remote Desktop Support Application provides a secure and quick IT technical support for our users on campus. By initiating remote support connection, our ICTO Help Desk technician can see your computer problem and share control of your mouse and keyboard to get you on your way to a solution.

How does it work?

It is a secured remote desktop support environment because

• The service is provided only within the campus;
• Our Help Desk technician will call you personally when we receive your service call;
• Your confirmation is needed before establishing remote support connection;
• Entire connection is encrypted with 256 AES (Advanced Encryption Standard);
• You can see all the actions taken by our technician;
• You will be in full control of your computer at all times. Once the connection is ended, your computer will not be accessible remotely.