Online Technical Support via Live Chat

Overview

If you are experiencing technical issues, you can contact USF IT via Live Chat. Live Chat opens a chat session with a support technician, and if needed, allows the technician to remotely access your computer to further troubleshoot your issues. A chat session can be started from the USF Information Technology website from the IT Service Desk page by selecting the Online Technical Support link.

Start Chat Session from Information Technology Website

  1. Go to the IT Service Desk page at https://www.usf.edu/it/about-us/helpdesk.aspx.
  2. Under the heading CONTACT US select Online Technical Support  and the IT Chat Support Portal will open. (see image below)



  3. From the IT Chat Support Portal choose Your Issue from the drop down menu. (see image below)



  4. Fill in the remaining fields - Your Name, NetID or USF ID Number, Email Address, Describe your Issue and click Submit. (see image below)



  5. Click Yes. (see image below)



  6. Proceed to Screen Sharing Steps.


You will be required to allow screen sharing prior to connecting to your support technician. This will allow the technician to remotely access your computer if needed. Follow the steps listed below.

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Allow Screen Sharing

USF IT Support technicians can further assist you by remotely accessing your computer during a chat session. The following steps will be required prior to connecting to a technician and will allow them to view your screen if needed.


 Click here to to see steps for Chrome and Firefox users
  1. Click Save File. (see image below)



  2. Locate the downloaded file in explorer and double-click.  (see image below)
    Most files are downloaded into the download folder unless the user has changed this setting.



  3. Select I have read and agree to the terms above and click OK. (see image below)



You may now proceed to chat with the support technician.

 Click here to see steps for Internet Explorer users
  1. Click Run. (see image below)



  2. Select I have read and agree to the terms above, then click OK. (see image below)



You may now proceed to chat with the support technician.

Note

To end your chat session, simply close the chat box.

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Session Key

If you have contacted the IT Help Desk through a method other than the Live Chat, the support technician may request to help you via Live Chat so they can access your computer remotely. In this event, they will send you a Session Key. The following instructions illustrate how to reach your support technician with a Session Key.

  1. Access the IT Chat Support Portal as instructed above, or through a direct link you may receive from your support technician via e-mail.
  2. Fill in all fields including the Session Key field with the key you received.  (see image below)
  3. Click the Submit button next to the Session Key field. (see image above)

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