Everyone - Getting Support with Microsoft Remote Help

Purpose

CWI now offers a new way to receive live tech support through Microsoft Remote Help, a secure tool that allows IT technicians to view your screen and assist you in real time. Whether you're using a CWI-issued device or your personal computer, Remote Help is designed to give you convenient support when you need it.

Using Remote Help is completely voluntary. A technician can only see your screen after you give permission and enter a unique code. You stay in full control and can end the session at any time.

Is It Safe?

Yes. Remote Help is:

• Secure: Only CWI-authorized staff can initiate sessions.
• Consent-Based: A support session only begins after you enter a security code.
• Transparent: You can see everything the technician is doing while they're connected.
• Optional: You can end a session at any time.

Process

On a CWI-Issued Windows Device

1. Confirm that no sensitive information is visible, and close or minimize any open documents or websites on your screens.
2. Open the Remote Help app from your Start menu as directed by a CWI Helpdesk or User Services Technician.
3. Sign in using your CWI credentials if needed.
4. Enter the 6-digit code the technician gives you.
5. Accept the request when prompted, and you will see a clear display showing your screen is being observed.
6. Work with the Helpdesk technician.
7. When your support engagement is completed, you will see a window indicating the session has ended.

On a CWI-Issued Mac Device

1. Confirm that no sensitive information is visible, and close or minimize any open documents or websites on your screens.

2. Open the Remote Help app from your Applications folder as directed by a CWI Helpdesk or User Services Technician.
3. Sign in with your CWI credentials.
4. Enter the 8-digit code from the technician.
5. Accept the request when prompted, and you will see a clear display showing your screen is being observed.
6. Work with the Helpdesk technician.
7. When your support engagement is completed, you will see a window indicating the session has ended.

On a Personal owned device (best effort)

1. Confirm that no sensitive information is visible, and close or minimize any open documents or websites on your screens.

2. Open a web browser and go to https://aka.ms/rh as directed by a CWI Helpdesk or User Services Technician.
3. Sign in with your CWI credentials.
4. Enter the 8-digit code from the technician.
5. Accept the request when prompted, and you will see a clear display showing your screen is being observed.
6. Work with the Helpdesk technician.
7. When your support engagement is completed, you will see a window indicating the session has ended.

Note: Remote Help on personal devices is view-only and best effort. The technician can see your screen, but not control it.