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Remote Assistance
Posted: Wed Oct 21, 2009 9:20 pm
by nessie-p40
I was recently called as the new Stake Technology Specialist and I have a unit that is 3.5 hours drive from where I live that has a virus. I need to remote into the machine to give the clerk some assistance. What is the official method of remote assistance for the Church?
Thanks.
Posted: Wed Oct 21, 2009 11:14 pm
by russellhltn
There is one for FHC machines, but as of yet, I don't know of any approved methods for ward/branch computers. I'd suggest a call to clerk support. Maybe they know of something not yet published.
Posted: Thu Oct 22, 2009 7:43 am
by techgy
nessie wrote:I was recently called as the new Stake Technology Specialist and I have a unit that is 3.5 hours drive from where I live that has a virus. I need to remote into the machine to give the clerk some assistance. What is the official method of remote assistance for the Church?
Thanks.
Given the nature of the problem I'd want to handle this one in person. In addition, I'd be very hesitant connecting to any computer that has a virus as the virus may be carried over to your own pc. I hear you in regards to the 3.5 hour trip. That's quite a haul. I commend you for your willingness to take on such a task.
Clerk Support?
Posted: Thu Oct 22, 2009 7:43 am
by nessie-p40
Never heard of "Clerk Support", can you link me or provide me a phone number.
Thanks.
Posted: Thu Oct 22, 2009 7:47 am
by techgy
nessie wrote:Never heard of "Clerk Support", can you link me or provide me a phone number.
Thanks.
Global Service Center (GSC) 866-678-2763
As you stated that you're new to the calling, there's some additional information for your position available
HERE.
Posted: Thu Oct 22, 2009 10:19 am
by crislapi
Also, see
this thread with a previous discussion about remote access.
Posted: Thu Oct 22, 2009 11:40 am
by russellhltn
nessie wrote:Never heard of "Clerk Support", can you link me or provide me a phone number.
1(800)453-3860 x23500
GSC will help with networking issues, but I don't think they'll help with anything on a ward administrative computer.
Posted: Thu Oct 22, 2009 12:22 pm
by calebpusey
Currently remote assistance is not available on unit computers. Clerk Support will tell you this if you call. I would suggest viewing the thread posted above by crislapi.
Posted: Thu Oct 29, 2009 11:44 am
by Ottawa-p40
I have a unit 6 hours away (Abitibi) that I support and I get them to ship it by bus whenever they have a problem. As well Pettawawa is almost 3 hours and I try to get there once/year or work it out over the phone.
If I can talk them through it I try that first but if there is not a local techie I either have to drive there or have it shipped down to Ottawa.
Someone above mentioned the Global Service Center, and as you are new be warned ...
I have never used a Service Desk that delivered such poor service and I have used Dell, HP, Toshiba, etc., weekly. The fact that it has students covering most Tier 1 techs who work two four hour shifts/week who often have little real experience or have courses of study that give little prep to doing this task.
I have had 2 tasks over the past year that took over 20 hours, most of it on the phone in meeting house basements. Most jobs requiring a replacemnt PIX or changing an ISP, which requires rescripting will often involve several calls.s Hardware is an issue as well. A replacement PIX (ASA) took 10 days to arrive. The current problem involved rescripting the PIX without them making a backup and 3 units and the Stake FHC have had no Internet for 3 weeks. We are back to dial-up for MLS.
Posted: Fri Oct 30, 2009 3:04 pm
by michaelbuhrley
Ottawa wrote:
I have never used a Service Desk that delivered such poor service and I have used Dell, HP, Toshiba, etc., weekly. The fact that it has students covering most Tier 1 techs who work two four hour shifts/week who often have little real experience or have courses of study that give little prep to doing this task.
Perhaps I have just been lucky but I have had some excellent support on complex issues from the tier 1 techs on the GSD. Individual results may vary.