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Help Desk Live Overview

Help Desk Live Software

The ITS Help Desk currently uses a product called eCare from Motorola for web based support.  Motorola's eCare is a bi-directional, cross-platform remote control system that allows technical consultants to remotely connect to customers' computers in order to detect and troubleshooting problems.  The system leverages many of the same technologies as the Remote Assistance feature in Windows XP but includes a more comprehensive set of features geared toward use by support staff in an enterprise environment.  In addition, it allows remote control access to computers running Windows 98 SE or greater and Mac OS 10.3 or greater.   The only other requirement is that the client computer have a live internet connection.

Browser Requirements

Standard Help Desk Live features can be used with any modern browser, IE6 or greater, Firefox and Safari. (Note: Opera compatibility has not been tested). Standard Help Desk Live features include:

• Chat
• System Analyzer
• Send URL
• Send File

Advanced Help Desk Live features require either IE6 on Windows XP or Safari on Mac OS 10.3 or greater. In addition to these browsers, any pop-up blocking software must be disabled before starting Help Desk Live to work correctly. Advanced Help Desk Live features include:

• Share My View (User views the consultant's screen)
• Share My Controls (User controls the consultant's computer)
• View Remote User (Consultant views the user's screen)
• Control Remote User (Consultant controls the user's computer)

Hours

Help Desk Live is staffed Monday - Friday from 8 AM - 5 PM.

Last Updated: 04/24/2008