Hi There,

In this article, we will show you how to open a chat with our 24X7 Service Desk. To open a chat, you need to be OFF the cloud, and you need to be subscribed to our HelpDesk Serivce and have the agent installed. Our Service Desk will only support PC’s that have the agent installed on them.

Now depending on how your machine is setup, you may have your tray icons hidden, or they may be shown. Look for the Big Sur Logo. When you mouse over the logo, it should say “Big Sur HelpDesk Agent – 866-520-6414”. When you find it, click it. If you don’t see it, you may be on the cloud or you may not have the agent installed on your computer. If you do not have the agent on your computer you may not be entitled to support on that device. Please check with your IT Liaison to see if your machine is covered. Worst case, call the HelpDesk at 866-520-6414.

Once you find the logo, click on it and click the “Service Desk Chat” ( The Help Desk is also known as the Service Desk.)

Once you click the Link aove it will open your default web browser. Now depending on what browser you use the above screen may look different. What you need to do is RUN the program it wants to download. You may need to download it and run, or you may be able to just run it. The program will be called “Support-LogMeInRescue.exe” – Once you find it, please run it.

Windows may ask you to run it, if it does say RUN.

Now once the program is open, the helpdesk can chat with you. From here they can take over your desktop and help you with your issue.