Remote support
Welcome to the University of Sheffield remote support web page. This service allows IT Services representatives to remotely assist you wherever you are.
Please note: Remote support via the University's Quick Assist tool is available for Windows devices only. If you are using a Mac or Linux device, please contact the IT Services helpdesk for alternative support options.
Before you begin
You must have been contacted by an IT Services representative and provided with a 6-digit security code before starting a remote session. IT Services will never contact you unexpectedly and ask you to initiate a remote session. If you receive an unsolicited request to share your screen or grant remote access, do not proceed – contact the IT helpdesk directly to verify.
How to start a remote support session (Windows only)
Quick Assist is a built-in Windows tool that allows IT Services staff to view or control your screen securely.
- Open Quick Assist on your Windows device by pressing Windows key + Ctrl + Q, or by searching for 'Quick Assist' in the Start menu
- Under 'Get assistance', click Get assistance
- Enter the 6-digit security code provided to you by your IT Services representative
- Click Share screen
- A prompt will appear asking you to allow the IT Services representative to view or control your device – click Allow
- Your IT Services representative will now be able to see your screen and provide support
The session will end automatically once support is complete, or you can end it at any time by clicking Stop sharing in the Quick Assist toolbar at the top of your screen.
Security considerations
Your security is our priority. Please read the following before starting a remote session:
- Only accept sessions you have requested. IT Services will only initiate a remote session in response to a support request you have made. We will never ask you to install third-party remote access software.
- Close personal or confidential information. Before starting the session, close any applications displaying sensitive data – such as email, financial information, or personal files – that are unrelated to the issue being resolved.
- Stay present throughout the session. You should remain at your device for the entire duration of the session so you can monitor what actions are being taken.
- You are in control. You can end the session at any time by clicking 'Stop sharing' in the Quick Assist toolbar.
- Back up your data. You are responsible for ensuring your data is backed up regularly. The University will not be held responsible for any data loss occurring during or after a remote session.
- Changes may be made to your system. By agreeing to the session, you accept that IT Services may make changes to your system settings as necessary to resolve your issue.
- We cannot guarantee outcomes. While IT Services will take every care during a remote session, we cannot guarantee that the session will fully resolve your issue or that it will not result in unforeseen complications.
Need help or an alternative?
If you are unable to use Quick Assist, or your device is not running Windows, please contact the IT Services helpdesk:
- Online: IT Services helpdesk (students and staff only)
- Phone: +44 114 222 1111
- In person: Visit the IT Services helpdesk in the Information Commons