Purpose #

This SOP defines the standard process for conducting remote support sessions for PrecisionTech Consulting clients. It ensures remote access is authorised, secure, professional, properly documented, and limited to the approved support task.

Scope #

This SOP applies to remote support sessions involving:

• User device troubleshooting
• Microsoft 365 support
• Email, Outlook, Teams, OneDrive, and SharePoint support
• Printer, scanner, and application troubleshooting
• Software installation or configuration
• Password reset or MFA support
• Client training or walkthroughs
• Security checks approved for remote support
• Any support work requiring screen sharing or remote control

Critical Remote Support Rule #

Do not start a remote support session without user consent and identity confirmation. Remote access must be limited to the approved support task and must be disconnected when the work is complete.

Remote Support Objectives #

Remote Support Session Procedure #

1. Log or open the support ticket.
   Confirm the ticket exists before starting support. Record the client, user, device, issue summary, urgency, and business impact.
2. Confirm user identity.
   Verify the requester’s identity using approved client contact details, ticket history, phone verification, email confirmation, or another approved method.
3. Confirm remote support consent.
   Explain that a remote session is required, what will be accessed, and what work will be performed. Obtain clear user consent before connecting.
4. Confirm device and session tool.
   Confirm the device name, operating system, location, and approved remote support tool to be used.
5. Start the remote session.
   Connect using the approved remote support method. Ensure the user is aware the session has started and can see or approve the connection where applicable.
6. Protect privacy before troubleshooting.
   Ask the user to close confidential files, personal items, unrelated browser tabs, financial records, or private messages before remote control begins.
7. Perform approved troubleshooting.
   Investigate and resolve the issue using the least disruptive method. Do not access unrelated files, systems, accounts, or applications.
8. Avoid credential exposure.
   Do not ask users to reveal passwords. Where credentials are required, allow the user to type them privately or use approved password reset procedures.
9. Escalate if required.
   Escalate if the session reveals security concerns, suspected compromise, unauthorised access, sensitive data exposure, client dispute, device failure, or work outside the approved support scope.
10. Validate the fix.
    Ask the user to test the affected function while the session is active. Confirm the issue is resolved or clearly identify the next action.
11. End the session.
    Disconnect the remote session as soon as support work is complete. Confirm with the user that the session has ended.
12. Document the session.
    Record the remote tool used, consent confirmation, troubleshooting performed, changes made, result, user confirmation, and follow-up actions.

Remote Support Checklist #

• ☐ Ticket created or updated
• ☐ Client and user confirmed
• ☐ User identity verified
• ☐ Device confirmed
• ☐ Issue and business impact confirmed
• ☐ User consent obtained
• ☐ Approved remote support tool used
• ☐ Confidential items closed or avoided
• ☐ Troubleshooting completed within approved scope
• ☐ Credentials were not exposed
• ☐ Resolution tested with user
• ☐ Remote session disconnected
• ☐ Session notes documented

Privacy and Security Rules #

• Do not access personal files, unrelated emails, browser history, or private messages unless required and approved for the support task.
• Do not record a remote session unless authorised and documented.
• Do not copy client data to unauthorised locations.
• Do not leave remote access connected after the session is complete.
• Do not save passwords, MFA codes, recovery codes, or secrets in tickets or notes.
• Do not make unrelated changes during the session.
• Do not bypass security controls to complete a support task.

Remote Support Session Note Template #

Escalation Triggers #

• User identity cannot be verified.
• User does not consent to remote access.
• Support request involves suspected account compromise or malware.
• Remote session reveals sensitive data exposure.
• Administrative access is required but not approved.
• Client asks technician to bypass security controls.
• Issue affects multiple users or business-critical systems.
• Device appears lost, stolen, compromised, or unmanaged.
• Work required is outside the approved ticket scope.
• Technician is unsure whether the requested action is safe or authorised.

Related SOPs #

• Ticket Triage SOP
• Password Reset SOP
• MFA Deployment SOP
• Email Troubleshooting SOP
• Printer Troubleshooting SOP
• Device Deployment SOP
• Client Communication SOP
• Incident Response SOP
• Documentation Standards SOP

Common Mistakes to Avoid #

• Starting a remote session before confirming consent.
• Working on the wrong device or user profile.
• Accessing unrelated folders, emails, files, or browser tabs.
• Allowing passwords or MFA codes to be exposed during the session.
• Making unrelated changes while connected remotely.
• Leaving the session connected after the issue is resolved.
• Failing to document the remote support tool used.
• Closing the ticket without recording actions taken and user confirmation.

Completion Criteria #

• The ticket has been created or updated.
• The client, user, and device have been confirmed.
• User identity has been verified.
• User consent has been obtained before remote access.
• The approved remote support tool has been used.
• Support work has stayed within the approved ticket scope.
• The issue has been resolved or next action is clear.
• The user has confirmed the result where practical.
• The remote session has been disconnected.
• Session notes, actions, changes, and outcome have been documented.

Quality Standard #

A completed remote support ticket must clearly show the affected client, user, device, consent confirmation, remote tool used, issue summary, actions taken, changes made, validation result, escalation decision, session end confirmation, and final outcome. Another PrecisionTech technician should be able to understand the session without needing additional clarification.

Version History #