Sharing your screen with our contact centre
Using GoToAssist to help with your online service problems
If you're speaking to a Client Service Advisor about an issue you're having with our online services, they may ask to view your screen so they can understand what’s going on.
Using remote assistance
Business units, including the Companies Office, at Ministry of Business Innovation & Employment (MBIE) use a program called GoToAssist to provide a secure connection to your computer so we can temporarily view your screen, and share control of your mouse and keyboard.
Remote support(external link) GoToAssist
Remote assistance frequently asked questions(external link) GoToAssist — MBIE
How GoToAssist works
Before starting a remote assistance session, our Client Service Advisor asks for your permission to share your screen and gives you all the necessary information about how to connect.
GoToAssist helps us to guide you through the online service and complete your transaction successfully.
You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.
If there’s a technical issue we:
- can get the necessary details to pass on to our technical support team, or
- take screenshots to help us resolve your issue faster.
MBIE remote assistance — sign on(external link) GoToAssist — MBIE
After the session ends
GoToAssist software is a temporary download. When our Client Service Advisor disconnects from your computer, the software removes itself from your computer.