Remote support service Bomgar (Internet Explorer)

Helpdesk uses the Bomgar remote support software in the fixing of customers' IT problems and installation of software on customer computers.

Tabs

Detailed help

Accepting a remote connection

  • Go to the Bomgar Support Portal at https://support.helsinki.fi/
  • Enter the numerical code received from the helpdesk to the Session Key field and then choose Submit

  • Click Yes to accept the remote connection

  • Enter your name in the Chat window

  • Click Accept to accept the use of the Chat window

  • After you have accepted, a notification appears at the top of the browser concerning the file to be downloaded

  • Click the notification and choose Download File...

  • Click Run to accept the downloading of the file

  • Click Run to accept the starting of the program.

  • The Chat window shows a request to accept the remote connection. You can ask the helpdesk for information on choosing the right option by, for example, typing your question in the Chat window.

  • Allow full access to your computer – you grant the helpdesk full access to use your computer
  • Allow only viewing – you allow the helpdesk to see the contents of your computer
  • Refuse request – you don't allow the remote connection
  • Once you have accepted the remote connection, the helpdesk employee is able to use your computer, install software on it or resolve problems.
  • You will be notified when the helpdesk terminates the remote connection.