How do I know remote desktop support is private and safe?

While it may seem unsafe for another person to take control of your computer, the privacy of the user is protected by ICTS. ICTS representatives cannot carry out either remote view or remote control unless the user first grants them permission to do so.

When an ICTS representative needs to access your computer for troubleshooting, they will request that you grant them temporary access. This permission needs to be granted for each remote operation to be performed.

Permission is not granted verbally, but by the customer accepting an on-screen prompt as soon as the remote session is started.  ICTS consultants cannot gain access to your workstation if you do not accept the prompt.

While the ICTS representative is working on your computer, you may supervise their actions, as you will be able to see everything they are doing on your screen. These measures ensure that there will be no unauthorised access to your computer via the ZENworks tool.

How does remote desktop work?
  • When you log a Helpdesk call, a consultant will contact you to try to solve the call.
  • If remote assistance can be used, the consultant will ask your permission to begin a remote session.
    • If you decline, the consultant will try to solve your call telephonically, or an onsite consultant will visit your office at a convenient time.
    • If you grant permission for remote assistance, the consultant will enable a remote desktop connection to your desktop and either view the desktop and/or carry out specific actions, depending on what is required.