Remote support done safely

Skills you'll practise

• Get consent and verify the user before connecting.
• Protect the user's privacy during a session.
• Recognize remote-support scam patterns.
• Close a session cleanly and document it.

Course outline

1. 1.Remote support done safelyVideo · 3 min
2. 2.Consent, privacy and scamsLesson · 8 min
3. 3.Unattended access and remote tool governanceLesson · 8 min
4. 4.Remote support when the connection is the problemLesson · 8 min
5. 5.Remote support done safely: knowledge checkKnowledge check · 16 questions
6. 6.'IT support' calls about a virusScenario
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• CISA: Protect Yourself from Tech Support Scams (tip)
• ITIL 4 Foundation: incident and change management practices (overview)