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Remote Support

Service Overview

With the expansion of UM Campus and office locations spreading over several places across many buildings, ICTO Help Desk technicians always need to cover long distance across different buildings to provide the technical support for academic and administrative staff members. Staff members are also required to wait for technician and it affects the productivity of the staff members.

The Remote Support Application provides a secure and quick IT technical support services for our users on campus. By initiating remote support connection, our technician can share control of your mouse and keyboard, to solve your computer problem effectively. It is ideal for troubleshooting software problem, demonstrating the use of software or installation of additional software.

Getting started

Using Remote Support

  1. When Help Desk receives a service call from you, our technician will send you an invitation code. You need to go to http://umrs.pclan.umac.mo .
  2. Enter the invitation code provided by Help Desk technician and press “Join” button.
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  1. The application will prompt you the guidelines based on the browser you are using, please follow it accordingly.

4.  There will be a remote desktop icon in the lower right corner of your computer screen. It means that the program is executing.

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Once Help Desk technician joins the session, he/she can control mouse and keyboard on your computer to help you resolve the problem.
You can right click the icon remote_support_service_eng_08 and click “exit” to terminate the session. After the connection is ended, your computer will not be accessible remotely until you accept another remote support session.

Learn more

How Does it Work?

It is a secured remote 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.

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Eligible Users

  • All staff

Service Available Hours

  • Mon – Thu
    09:00 – 13:00
    14:00 – 17:45
  • Fri
    09:00 – 13:00
    14:00 – 17:30

Service Support Hours

  • Mon – Thu
    09:00 – 13:00
    14:00 – 17:45
  • Fri
    09:00 – 13:00
    14:00 – 17:30

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