Getting IT Help: How to Have a Remote Assistance Session with the Service Desk


Introduction

Sometimes when you have an issue that you contact the Service Desk about, the Service Desk agent will ask you to have a Remote Assistance session using Bomgar.

This article walks through what you will do to work with a Service Desk agent to start using Bomgar for a remote assistance session.

Instructions

1. Install the Remote Assistance Application

  1. When a Service Desk agent asks you to connect to Bomgar, they will first ask you to go to the Remote Assistance website. You will see the webpage below:

    There will be a field to enter a session key

  2. The Service Desk agent will read you the Session Key for you. Type it into the Session Key field on the website.

  3. Click Submit.

  4. You will see a panel confirming that you would like to begin a remote session and downloading the remote session software.

    You will have a yes or no to agree to the session

  5. After the file downloads, click on the file to begin installation.
    file appears in download list

  6. If you receive an application warning, click Run to proceed with the installation.

    You may get a permissions or security warning; click Run.

  7. When the software has been installed and started, a Bomgar chat window will appear confirming that you have been connected to the Remote Support session.
    • Do NOT close this window. Closing it will close the remote assistance session.
    • You can communicate with the Service Desk agent using this chat window.

      The window has a red X but don't click it 

2. Allow the Service Desk Agent to Access Your Screen

  1. The Service Desk agent will ask for permission to access your screen.
  2. Once you have confirmed this permission, you will receive another confirmation request on your screen that looks like the below.
  3. Click Allow.

  4. The popup alerts you that an agent would like to use your computer

3. Ending a Remote Assistance Session

  1. When the remote session ends, you will receive a close message from Bomgar.
    Bomgar confirms the session ending
  2. Click OK. This will remove all Bomgar and remote assistance files from your computer.