Remote Support procedures

[EdEllingham]

Just getting into the remote support aspect of things I'm curious how other people handle service work remotely opposed to on your work bench. Do you tend to hide things that you do since someone could be watching your every move on the other end? Do you black out their screen? I don't mean we do anything shady, but when people watch your every move they might be fearful of what your doing or may just think they can do it themselves next time and break their computer...just an example. Just curious what procedures you tend to follow using remote support. Hope this question hasn't be asked...I did look, for the record

Ed

 

[Xander]

I've done 9 years of on-site work. I'm so used to having someone watch what I do, it gets weird when they don't.

That said, I'm giving some thought to a little AutoIt script that will simply mask the title bar of whatever program has focus, maybe a bit more depending on the name of the program. Simply because I don't want them thinking, "I know which programs he ran, I can do it myself." when they don't know the mental flowchart/checklist I use to make sure I'm covering all the bases. The steps I use on their infection today won't be the same to fix the Windows glitch tomorrow.

 

[EdEllingham]

Hmm...I kinda like that idea. I was looking into the actual command line use for programs like Malware Bytes that I was reading on the forums. Just another way of doing things in the background.

 

[callthatgirl]

I do all my stuff manually. The cleanings we do with them off the phone and most don't say much, some do though and want to know why you're doing everything. If it's something they should learn, we explain it. If not, we just say it's too technical to explain and it's a one time fix anyway. I almost never teach them technical, but rather how to not have something happen again.

Whenever I go to a house, almost all the clients sack right down next to me and talk the entire time. Don't mind, am used to it. They always want to know what's up!

 

[EdEllingham]

I always like to follow up with scans for virus/malware...just like to make sure I don't miss anything, but I just figured I'd ask the proper way to handle remote calls compared to ordinary service calls. Didn't know if people followed different methods and the beauty of Technibble is I don't have to find out the hard way...I can just ask you guys