How To - Activate Remote Support in Microsoft Teams

The following document outlines how to use remote support in Microsoft Teams.

Initiating the Session

1. Log into Microsoft Teams and have the customer log into Teams as well.

2. Initiate a chat with the customer. Right-click Chat and select New Chat.
   
   

   Open

   

3. Search for the person you would like to help in the To field.
   
   

   Open

   

4. Once we have found the customer, click inside the chat window in the text field at the bottom of the Teams window ("Type a new message").  That will activate the chat.  Now have the customer click the share screen icon on the top right of the page.

5. They will see a similar screen to below and will have to choose a screen to share.  You will want to have them choose the screen under Desktop option.

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7. Once they share the screen you will see the following. Click Accept screen share

8. Once connected the customer will have a tool bar at the top of the screen, and a option to give control.  Alternatively, you can request control from your end.

9. You now have control of the computer and can assist with any troubleshooting steps.

Closing the Session

1. Once support is completed either you or the customer can click Cancel Control to stop the control option.  Then click Stop Presenting to close the screen share.