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Traditionally when experiencing a computer problem, specialist ITS staff would visit a customer in their office to provide assistance. Where appropriate this support will now be offered remotely via ConnectIT. This will allow for faster resolution of certain computer issues without the need to make an office visit. In situations where remote assistance is not possible, or not the best method of support, specialist staff will still be available to visit the staff member to assist.
When using the ConnectIT service customers will give control of their PC/laptop to ITS staff, if they agree to it, and will be able to withdraw this control at any time. At the conclusion of each session the customer disconnects and the ITS support staff member will no longer be able to see or control the customer's computer.
Fuller technical details on the ConnectIT setup and closure processes are available here.
The ConnectIT Service includes an ITS provided implementation of the LogMeIn Rescue toolset to enable remote viewing or controlling of your computer desktop environment over the Massey network or internet. Massey provides a customised interface to begin a ConnectIT session: http://ConnectIT.massey.ac.nz
The service also includes documented, recommended and supported processes for ITS support staff to provide remote, efficient and timely assistance on your computer from any of our national ITS Service Delivery teams (Albany, Palmerston North and Wellington ITS support staff).
The service is aimed at staff and students who are operating Massey owned computers and require ITS support staff to see, access / control or update their desktop or laptop environment.
This service is centrally funded and is provided at no charge for Massey University business related IT requests.
The ConnectIT Service is available via the Massey network and via the internet and provides for remote support sessions on Windows 7 and OS X (10.6 and above) operating systems.
The ConnectIT service will, if appropriate, be offered as part of resolution of requests logged with the ITS Service Desk.
Refer to the ConnectIT Technical FAQs for full details on ConnectIT technologies.
Page authorised by CIO
Last updated on Thursday 13 April 2017
Phone 06-356-9099 ext. 82111 (preferred method)
7:45am - 5pm, Monday to Friday
(excluding Public and University holidays)
AskIT Self-Service to log a request online (staff)
IT Services Dashboard (staff)
Please email your comments, suggestions or complaints to us at: Service.Desk@massey.ac.nz.