Internal/Vendor Guidelines for Remote Connection Procedures

These guidelines ensure clear communication and respect for privacy, enhancing the efficiency and effectiveness of our IT support.

The goal is to provide our users with awareness that IT is about to remote connect to their desktop so their concerns over privacy are ushered professionally.

Always reach out to a user via the below methods before remote connecting to another's computer. Only connect remotely if the user has given verbal or written permission. Lucid awareness and transparency are key.

Preferred Methods of Communication

Before initiating a remote connection, IT personnel should reach out to the user using one of the following preferred methods:

1. Microsoft Teams

   • Send a message to the user to inform them of the need for a remote connection.
   • Schedule a call or meeting if necessary to discuss the issue and obtain consent.

2. Phone Call

   • Call the user directly to explain the situation and request permission for remote access.
   • Ensure the user is available and ready for the remote session.

Alternative Methods of Communication

If the preferred methods are not feasible, IT personnel may use the following alternative methods:

1. Email

   • Send an email detailing the issue and the need for remote access.
   • Request a confirmation reply from the user before proceeding.

2. Other Communication Systems

   • Use any other communication system requested by the user, such as SMS/Text Messaging.
   • Ensure the user has acknowledged and consented to the remote connection.

Steps to Follow Before Remote Connection

1. Identify the Issue

   • Clearly understand the problem the user is facing.
   • Gather all necessary information to diagnose the issue.

2. Inform the User

   • Explain the steps you will take to resolve the issue.
   • Provide an estimated time for the remote session.

3. Obtain Consent

   • Ensure the user has given explicit permission for the remote connection.
   • Confirm the user is available and prepared for the session.

4. Schedule the Session

   • Agree on a suitable time for the remote connection.
   • Send a calendar invite if necessary.

5. Prepare for the Session

   • Ensure all necessary tools and software are ready.
   • Verify the user's computer is accessible and connected to the network.

Contextual Reasons to Connect Without User Knowledge, Permission, or Manager Approval

NEVER remote connect to anybody's systems without first ensuring you are approved to connect.

If the user is unavailable, unresponsive, or unable to grant permission to remote connect themselves, IT will need to reach out to their manager and secure documented approval to remote connect. Manager's approval for unattended access must be received in writing through a trackable means of verification, such as email.

This is only appropriate if the situation is an emergency, such as containing a threat. Document what you've done, why you did it, how you succeeded.

Opening a remote connection without first having the user's permission, their manager's approval, or for emergency purposes must always have documented approval attached to the ticket. Failure to included approval documentation in the ticket can result in disciplinary action, up to and including termination.

Our handbook tells us to have no expectation of privacy using company-owned technology. This does not give IT or anybody at Robinson Park free reign with remote access. Privacy is paramount, as content on the screen could be sensitive customer, financial, or otherwise documents that are secret to its stakeholders.

During the Remote Session

• Communicate Clearly: Keep the user informed of your actions throughout the session.
• Respect Privacy: Only access areas of the computer necessary to resolve the issue.
• Seek Feedback: Ask the user if they have any questions or concerns during the session.

After the Remote Session

• Summarize Actions Taken: Provide a brief summary of the steps taken to resolve the issue.
• Follow Up: Check in with the user to ensure the problem is fully resolved and offer additional support if needed.