Procedure for assisting with PC queries

Taunton and Somerset's procedure for screen sharing with customers during COVID-19

Colleagues who wish to assist with PCs queries from a safe distance may wish to utilise the screen sharing facility within Skype for Business.

Service users who log onto pcs via the Trust network should be automatically signed into Skype for Business- even if no window has opened or icon on task bar.

Step 1

KLS colleague video calls pc user

Step 2

KLS colleague clicks on the monitor icon at the bottom of their screen 

image of skype for business control bar

Step 3

KLS colleague requests control of service user’s desktop via the button at the top of the screen

Image of skype for business screen where a KLS colleague requests control of service user’s desktop via the button at the top of the screen

Step 4 

Service user gives control to KLS colleague via the orange bar at the top of their screen

Service user gives control to KLS colleague via the orange bar at the top of their screen

This may bring up the warning box in white below:

Image of KLS staff member's screen with a white warning box

Step 5

Service user can stop giving access to their desktop at any time by clicking "Stop Presenting" on the orange bar at the top of their screen 

Step 6 

KLS colleague can give back control at any time by clicking on the "Release Control" button at the top of the screen 

Image of KLS staff member's screen pointing out where they can end their control of a service user's screen

Step 7

KLS colleague can now navigate around the servcie user's desktop to resolve queries, eg. how to log into the ESR

Image of a KLS staff member controlled screen

Image of a KLS staff member controlled screen

Step 8 

Control can then be released back to the service user and the call ended

Page last reviewed: 15 June 2021