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Remote assistance from the IT Service Desk

The IT Service Desk is able to offer remote assistance with your computer problem or query. If you agree to this help procedure you need to download a small client program onto your computer which will allow us to gain remote access to your computer. This program is self-contained, operates only temporarily on your computer, and is required for providing remote assistance over the University network. When the work is complete you can choose to delete the program, or you can or keep it for re-use at a later time.

Remote assistance is a valuable tool to speed up fault diagnosis. However, not all computer problems can be diagnosed and remedied using remote assistance. We will be able to let you know more after they have checked the problem for ourselves.

Remote assistance can also be very useful for demonstrating how to do something. We can take control of an application or program on your PC and can demonstrate how to accomplish specific tasks which have previously eluded you.

If you have a problem, or would like assistance, and you are happy to have someone from IT Services take temporary control of your computer, send your request for help to itservicedesk@st-andrews.ac.uk stating that you agree to remote assistance. You can then download the TeamViewer client program to your computer desktop. 

When you start the program, a TeamViewer QuickSupport window will appear, showing an ID number and Password number which are unique to your support session.

You will be contacted by telephone and be asked for the ID number and password number by the person who will work on your computer. The IT Service Desk person can take remote control of your computer.

N.B. Before activating this service please close any sensitive or confidential material on your PC screen.

Download and activate TeamViewer

N.B.  Unless you first contact us by email or telephone, the IT Service Desk will never ask to initiate a remote session using TeamViewer. 

If you are contacted by email or telephone, and you have not contacted the IT Service Desk requesting assistance, decline the request then alert us so that we can investigate further.

Choose the appropriate version of the TeamViewer program to download as guided by your analyst, and save the file to your desktop:

TeamViewer client version 9

TeamViewer client version 10

Double-click on the .exe or .zip file you have downloaded and follow the instructions.

Although it is not necessary, when you have finished the support session, you can delete the TeamViewer client program file you downloaded to your computer. If you wish to keep the file for later use you can be assured that its presence will not allow anyone remote access to your computer without your permission.

Quick answers

See if your question is answered in our quick answers.

Contact the IT Service Desk

Log a call using IT Self-Service

itservicedesk@st-andrews.ac.uk
(01334 46) 3333

Level 2
University Library
North Street
St Andrews
Fife KY16 9TR

Term Time Opening Hours
Mon - Fri
: 08:30-18:00
(front desk support
from 09:00)

Sat: 10:00-17:00
Sun: 11:00-18:00

The IT Service Desk is closed
for staff training on Fridays
between 09:30 and 10:30

Christmas Break Opening Hours
View our detailed schedule at
https://wp.me/p87d1T-8P