To enable HelpDesk staff to provide support from remote computers, Landshut University of Applied Sciences uses the software Teamviewer software is used at Landshut University of Applied Sciences. This enables the consultant in the HelpDesk to carry out remote maintenance (control of mouse and keyboard via an encrypted connection) on the customer's PC. In parallel to this remote maintenance, the customer and consultant are always in telephone contact.
This remote maintenance can be used to explain applications and menus or to make settings on the customer's system - with the rights of the user logged in there.
The customer can follow the consultant's activities on their own screen. The programme can be terminated at any time.