Guide: Remote IT Support (Zoho Assist)

This guide explains our process for "on-demand" remote IT support. This is an optional, scheduled service for any technical setup you may need help with.

Overview

• What it is: A highly secure, industry-standard tool (Zoho Assist) that allows me to (with your explicit, one-time permission) view your screen and guide you through a technical setup.

• Why we use it: It's the most efficient way for me to help you with a technical problem. Rather than telling you what to click, I can show you, making the process much clearer.

• Your Security is Our Priority: You are in 100% control at all times. I can never access your computer without your knowledge, and access is automatically revoked the moment our session ends.

How to Access Zoho Assist

You only need to do this at the time of our scheduled remote support session.

1. For Windows or Mac:

• You do not need to pre-install any permanent software or create an account.

• At the time of our session, I will send you a direct connection link or a 9-digit Session Key.

• If entering a key, navigate to the official Zoho Assist join page: https://join.zoho.com

• Enter the 9-digit key and click Join Session.

2. For Mobile (iOS/Android):

• If you require technical support on your phone or tablet, open the App Store or Google Play Store before our session.

• Search for and install the free Zoho Assist - Customer app.

How to Request Remote Assistance

This is a scheduled service.

• The simplest path is to contact me via WhatsApp or email me at support@midpointcgi.co.uk with your request (e.g., "I need help with my Google Account setup").

• We will find a time that works for us and book a session.

How to Join a Remote Assistance Session

This process is designed to keep you in control.

• At our scheduled time, ensure we are connected on our Google Meet call, or WhatsApp Call.

• I will generate a secure session and send you a 9-digit session key (or a direct link via email/chat).

• Open the link or go to https://join.zoho.com to enter the key.

• Your browser will download a light, temporary runtime file. Click Open or Run on this file to launch the secure connection.

• Your computer will display a final prompt asking for your permission to share the screen. Click Allow or Accept.

• I will now be able to see your screen and guide you. You will see every action I take.

• When we are finished, you can terminate the session at any time simply by closing the Zoho Assist application window.