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 TheAccessgroup.com/Tags or http://tis2-ftp.access-accounts.net/tags/
Enter the 6-digit code provided by the engineer.
A small one-time app is downloaded.
Run the downloaded app.
A LogMeIn Rescue session is started.
The engineer will now have remote control of your system.