sheridan
IT Services
Support & Training

Remote Assistance

Available to

  • Sheridan Employees
  • Mobile Computing Students

Requirements

  • must have a stable broadband Internet connection

  • must be accessible via phone or chat to answer specific questions related to their issue

  • must be running a supported Operating System

  • must run the remote access software on your PC

The IT Service Desk can provide remote assistance for eligible users to troubleshoot software and hardware issues with user laptops and desktop computers. During a remote assistance session a Service Desk Analysts will securely access your device and provide hands-on support by utilizing screen sharing and remote control functions.

Key Features

  • enables expedited resolution of hardware/software issues
  • convenient – get hands-on support without visiting the Service Desk

Service Conditions

  • remote support limited to laptop and desktop computers
  • must have a stable broadband Presenter connection
  • must be accessible via phone or chat to answer specific questions related to your issue
  • must run the remote access software on your PC
  • must be running a supported Operating System
    • Mobile Computing Students
      • Windows 7 (Pro, Premium or Ultimate)
      • Windows 8.1 (all editions EXCEPT Windows 8.1 RT)
      • Windows 10 (Pro, Enterprise, Education)
      • Mac OS X 10.68 > 10.10
    • Sheridan Employees
      • Windows 7 Pro, Premium or Ultimate
      • Mac OS X 10.68 > 10.10

Hours of Availability

Remote assistance is available Monday - Friday from 7:30 a.m. until 11 p.m. (holidays excluded).

Getting Started

The easiest way to request remote assistance is via Click-to-Chat. Once you've connect with a Service Desk Analyst they will ask you questions about the issue you are having and will push the remote assistance software down to your computer.