GEN uses AnyDesk to provide remote support services, and the AnyDesk client needs to be downloaded in order to allow this. The AnyDesk client can be downloaded from :

https://anydesk.com/en-gb/downloads

Once downloaded, execute the installer and follow the instructions to complete the install. For MacOS, please complete the setup process allowing access to Screen Recording, Accessibility and Full Disk Access, or the support agent will not be able to correctly access the computer.