TeamViewer - Customer Remote Support

Notes:  

Only use TeamViewer when directed to do so by the IT Support Staff.

TeamViewer will give IT support staff full access to your desktop.  Please close ALL private documents and web pages before allowing the connection.

While logged into your device using TeamViewer, the IT Support person will NEVER ask you to log into any other websites i.e Banking, Personal email etc. If anyone asks you to log into Banking and Personal email accounts, immediately close the connection down and call the IT Support Desk on 07 3153 5105 or your campus manager.

We will only ask you to log into websites related to the AITC and your Education resources.

What is TeamViewer (TV) 

TV is a cloud-based platform to securely and remotely access, control and support any device, across platforms from anywhere.

How to use TV - Young People and Staff

Young People and Staff requesting remote support should download the quick support application that we have customized for our organization.  The application can be downloaded from the following URL. 

TeamViewer Quick Support Download

https://get.teamviewer.com/aitcsupport

Note: The download site will automatically detect the device platform, Windows or Mac and will download the correct installation file.

For Windows: 

The TeamViewer Quick Support (TVQS) installation file will be downloaded to the default downloads folder on the device i.e C:\User\Downloads and is called TeamViewerQS.exe 

 The YP should double click this installation file and install the application on the device.

For MAC:

The TeamViewer Quick Support (TVQS) installation file will be downloaded to the default downloads folder on the device. 

Find the file by using the finder menu and click on "Go"

Go to Downloads

Find “TeamViewer QuickSupport” and open it

A warning message that the file was downloaded from the internet will appear, click on “Open” to run the application

The application will open and the YP can type their name in the text box provided.

Mac security is much higher than Windows. Mac OS will require some security changes to work properly. Some warning message will appear instructing the YP to allow access to the device. They will have to make these changes to allow us to support then on the device remotely.

Access to view the screen. Click on the button "Open System Preferences"

The settings will be greyed out, click on the padlock icon  at the bottom of the window

The YP will be asked to enter their Mac password (Note: This is NOT the AITC Password, it is the password they use when they log into the Mac) enter the password and click on “Unlock”

Select the box next to TeamViewer QuickSupport

Click on the open lock icon   to save the changes

Do the same for "Accessibility" 

Screen recording and Accessibility should show green to allow access.

Note: Do the same for “Full Disk Access” if you want to copy or install apps on the device

The Support Process (Same for Windows and MAC)

 The YP needs to run this file on the device. Note: Ask the YP to confirm that the application is showing our logo, this is important to make sure it registers in our TV support queue.