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For support: call extension 5-Help (212-305-4357) or email us
 
 

CUMC IT eSupport Remote Assistance

What is eSupport? With our eSupport remote assistance tool, a member of our support team can view your computer's desktop and share control of your mouse and keyboard to get you on your way to a solution.
How to Get Support:

eSupport is by invitation only. A CUMC IT support representative must invite you via e-mail for an e-Support session via e-mail. When you click the link provided in the e-mail your eSupport session will begin.

You will find the answers to security questions and system configuration requirements on our FAQ page. You can also view a demonstration of a screen-sharing session.

How It Works:
  1. When you call 5-Help a support representative makes an assessment of your issue and decides initiate an eSupport session. The support representative informs you about setting up an eSupport session and sends you an e-mail.
  2. Click the link to eSupport provided in the e-mail.
  3. You will be prompted to download a small virus-free plug-in which will connect you to a member of our support team.
  4. Your support representative will chat with you online to obtain the details of the problem.
  5. With your permission, your support representative can view your screen and share control of your mouse and keyboard.
  6. You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.

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Last updated 12/06/2010