The support Team may require remote access to your computer in order to further assist with a support ticket you have raised.
The Access Group use the LogMeIn Rescue tool for this purpose.
The following guide is a brief summary of how this can be downloaded and run, this process should be reviewed with your internal IT should you have any questions.
Please visit our main site or this alternate site
Enter the 6-digit code provided by the engineer and a small one-time app is downloaded
Run the downloaded app and a LogMeIn Rescue session is started
The engineer will now have remote control of your system.