Remote support
Remote support
We use a product called TeamViewer to enable us to better support you by remotely accessing your computer during the course of a Helpline call.
Click on the button to the right
to start a remote support session with us.
Click HERE for more information about personal information collected by TeamViewer.
Internet Explorer
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Click on the TeamViewer button to the right.
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At the bottom of the screen a ribbon will ask 'Do you want to save TeamViewerQS?'
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Click Save
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At the bottom of the screen a ribbon will state TeamVieverQS has downloaded
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Click Run
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After a few seconds a remote support window will appear with an ESS heading.
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Shortly afterwards another window will appear indicating that an ESS colleague “would like to view and control your desktop. Would you like to allow that?”
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Click Allow to enable ESS to access your computer.
Chrome
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Click on the TeamViewer button to the right.
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A TeamViewer file will download in the bottom left hand corner of your screen.
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Once it has completed downloading, click this file.
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After a few seconds a remote support window will appear with an ESS heading.
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Shortly afterwards another window will appear indicating that an ESS colleague “would like to view and control your desktop. Would you like to allow that?”
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Click Allow to enable ESS to access your computer.
Firefox
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Click on the TeamViewer button to the right.
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Firefox will ask you for permission to save a TeamViewerQS file
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Click on Save File and this will commence the download
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On the Firefox menu, click on Tools.
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Select Downloads
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This will open a window showing your recent downloads
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The TeamViewer file will be in this list at the top.
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Double-click on this file and TeamViewer will install on your machine.
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After a few seconds a remote support window will appear with an ESS heading.
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Shortly afterwards another window will appear indicating that an ESS colleague “would like to view and control your desktop. Would you like to allow that?”
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Click Allow to enable ESS to access your computer.
Edge
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Click on the TeamViewer button to the right.
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At the bottom of the screen you will see the following message ‘What do you want to do with TeamViewerQS_en-idc9mvfp22.exe (9.4MB)?’
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In most cases you will have two options, Run and Save.
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If you can see the Run option, Click on it and the ESS Remote Support client will open.
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If Save is the only option available to you, then you will need to save the .exe file to an accessible area (e.g. Desktop).
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Once the file has been saved, you will get the option to Run, Open folder or View Downloads.
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Click on Run.
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After a few seconds a remote support window will appear with an ESS heading.
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Shortly afterwards another window will appear indicating that an ESS colleague “would like to view and control your desktop. Would you like to allow that?”
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Click Allow to enable ESS to access your computer.
TeamViewer
The Windows user name used to set up the remote session at the school is usually recorded automatically by TeamViewer, which may identify the user. Users are also invited to complete a post-support survey. Personal details are not requested by the survey but may be entered by the user. The information collected is used to gauge the effectiveness of our support and help deal with any post-support issues.
This information is stored within our online TeamViewer account and is available for ESS staff to view and download. It will be kept in the online TeamViewer account for no longer than 1 year.
Click on the following links for more information regarding TeamViewer:
https://community.teamviewer.com/t5/Knowledge-Base/TeamViewer-and-GDPR/ta-p/33344
https://dl.tvcdn.de/docs/en/TeamViewer-Security-Statement-en.pdf