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When IT asks to remote in, they will send you a link or a code to open in Quick Assist, Teams, or Zoom. You must click Allow or Accept before they can see your screen — close any personal apps or tabs first.

How to Give and Receive Remote IT Support ​

Applies to: Windows, Mac, Zoom, Teams, Quick Assist
Article Type: Informational
Last Updated: 2026-07-10

Summary ​

When you have a complicated computer issue, the IT Helpdesk will often ask to "remote in" and take control of your mouse and keyboard. If you've never done this before, it can feel invasive. This guide explains how the remote support process works, how to protect your personal privacy before they connect, and the tools they might use.

Prerequisites ​

  • You must have an active internet connection for remote support to work.

Instructions ​

Step 1: Prepare Your Computer (Privacy First) ​

Before the IT technician connects to your screen, they will see exactly what you see. Take 30 seconds to clean up your digital workspace.

  1. Close personal windows: Close your bank account tab, personal email, and Amazon shopping cart.
  2. Hide sensitive work: If you are working on a highly confidential HR document or payroll spreadsheet that the IT person isn't authorized to see, minimize it or save and close it.
  3. Mute notifications: If you have iMessage or personal WhatsApp connected to your computer, turn on "Do Not Disturb" so a private text message doesn't pop up on screen.

Step 2: Granting Access (The 3 Methods) ​

Depending on your company, IT will use one of three tools to connect.

Method 1: Microsoft Quick Assist (Windows Only)

  1. The IT technician will give you a 6-digit code over the phone.
  2. Click Start, type Quick Assist, and open the app.
  3. Type the 6-digit code into the box and click Submit.
  4. Click Allow when prompted. The technician now controls your mouse.

Method 2: Zoom or Teams Screen Share

  1. Join a Zoom or Teams meeting with the IT technician.
  2. Click the green Share Screen button.
  3. In Zoom, the technician will click "Request Remote Control." You must click Approve.
  4. In Teams, the technician will click "Request Control" at the top of the screen. You must click Allow.

Method 3: Enterprise Remote Tools (e.g., TeamViewer, BeyondTrust, SCCM)

  1. The technician will trigger a pop-up directly on your computer screen.
  2. The pop-up will say something like, "John from IT Helpdesk is requesting to view your screen."
  3. You must click Accept or Allow.

Step 3: During the Session ​

  • Take your hand off your mouse. If you try to move the mouse while the technician is moving it, the cursor will jump around wildly and they won't be able to click anything.
  • Stay at your computer. Do not walk away to get coffee unless the technician explicitly says, "This will take 30 minutes, you can leave." They will often need you to type in your password or approve a security prompt.

Step 4: Ending the Session ​

When the technician is done, they will usually end the session on their side. However, you always have the power to kick them out if necessary.

  • In Quick Assist, close the window with the "X".
  • In Zoom/Teams, click the red Stop Share or Revoke Control button at the top of the screen.

Troubleshooting ​

Symptom / ErrorPotential CauseSolution
"User Account Control" pop-up makes screen go blackSecurity promptOnly the person physically at the keyboard can click "Yes" on certain security pop-ups. The technician will ask you to click it
Technician says they can't click anything on MacScreen Recording permissionsOn a Mac, you must go to System Settings > Privacy & Security > Screen Recording and toggle the switch ON for Zoom/Teams
Random person calls asking for remote accessTech Support ScamNever grant remote access to someone who cold-calls you claiming to be from "Microsoft" or "Apple." Hang up