Microsoft Remote Help

Please Note: Remote support is available only on USC Mann managed devices running Windows 11. We are currently unable to provide remote assistance for macOS, personal devices, or unmanaged lab systems.

Overview

Mann IT is able to provide remote support to some devices via Microsoft Remote Help. This tool requires that both the user requesting assistance and the supporting technician verify their identity by logging in with their Pharmacy Domain account. The technician is able to see and interact with the users desktop, as well as perform administrative tasks such as installing, removing, or updating software.

Launching Remote Help

When on a support call with Mann IT, we may ask to initiate a remote connection. On applicable devices, Remote Help is already installed by Mann IT. To launch and allow a connection:

From the Start menu, type in 'Remote Help'. Click on the 'Remote Help' application.
If prompted, click 'Sign In'.
Select your Pharmacy Domain account from the list (ending in @phardom.usc.edu).
If prompted, click 'Accept' to the privacy statement.
When prompted, ask the Mann IT support agent for the security code. Enter this into the 'Security code from assistant' field.
The name of the agent connecting should be displayed. Verify this matches the name of the Mann IT agent providing support, and click 'Allow'.