IT Service Desk · training guide · draft

How to run a remote troubleshooting session

Resolve a user's technical problem by connecting to their device, diagnosing it, and recording the outcome in the ticket.

Typical time: about 17 min · Use this when a new incident appears in the team's ServiceNow queue and the problem needs a live look at the user's device.

Steps

1. 1
   Open the incident in ServiceNow and read the problem description. · ServiceNow

   Some quick cases (about 1 in 5) are handled only in the ticket with a work note, without a remote session.
2. 2
   Check the team's knowledge base for remote session rules before connecting. · Team knowledge base

   The rules on user consent, identity checks and approvals aren't spelled out in our data. Read them first. Verify identity before any password reset.
3. 3
   Start a remote session with the user. · Quick Assist

   Used in about 65% of cases. Decide by the type of problem; the exact criteria aren't defined, so ask a colleague if unsure.
4. 4
   Look for errors related to the problem in the system logs. · Event Viewer

   Opened in about 71% of cases. Use it when the problem looks like a software or system error.
5. 5
   Check the device's hardware and drivers for problems. · Device Manager

   Opened in about 71% of cases. Use it when the problem looks hardware or driver related.
6. 6
   Apply the fix and confirm with the user that the problem is gone. · Quick Assist

   The requester's satisfaction is what counts as done.
7. 7
   Go back to the incident and write the work notes: what you did and the outcome. · ServiceNow

   Keep it short but complete. Every ticket needs a resolution note before it can be closed.
8. 8
   Close the ticket once the requester is satisfied. · ServiceNow

Watch out for

• Sessions often can't proceed: 40% of stops are because another team is needed, and 20% each for missing permissions or approval, an unreachable user, or an offline or unenrolled device. Check these early.
• Escalation is unclear: all 6 team members said they aren't sure who gets a failed case or what to send. Ask your lead before escalating and put the details in the work notes.
• Urgent requests from leadership come up often (1 in 10 to 1 in 3 cases) and are handled differently, but how isn't defined. Check with your lead rather than guessing.
• Work notes have no fixed template, so notes vary. Always include what you did and the result so the ticket can be closed.

Faster ways

• Use Microsoft 365 Copilot to suggest likely causes and fixes from past ServiceNow tickets and Confluence articles before or during the session.
• Ask Microsoft 365 Copilot to draft the resolution note from your session, then check it and save it in Work notes. This could save roughly 8-20% of time.

Written by AI from how the team actually did this work (2026-10-19 to 2026-10-23): the most common path, the steps people add or redo, and where errors happen. Review and edit before sharing.