Welcome to MyDesk

Select Your Home Region
    Select Authentication

    Unsupported Operating System Detected

    Please ensure you access MyDesk from the list of supported Operating Systems.

    Supported Windows Operating Systems:

    Windows 10

    Supported Mac Operating Systems:

    Catalina (10.15) and Mojave (10.14)

    No physical Smart Card support for Mac Operating Systems. RSA token access only.

    MyDesk Setup for Windows

    3 EASY STEPS

    Supported Windows Operating Systems:

    Windows 10

    Supported windows Browsers:

    Internet Explorer, Microsoft Edge and Google Chrome.

    Required

    Before you install Citrix Workspace App: Please ensure that you have .NET Framework (minimum version 4.6.2) installed and enabled prior to installing Citrix Workspace. After installation open Control Panel, select Programs and under ‘Programs and Features’ click Turn Windows features on or off.

    To verify the version of Citrix Workspace App you have installed follow the steps outlined below:

    1. On Windows 10 open windows Settings then navigate to Apps, Apps & Features, scroll down and click on Citrix Workspace App to find the version.
    1. Smartcard reader drivers - there are two types of readers supported by Credit Suisse

      For Small foldable USB Smart Card Reader (SCR 3500)

      Small foldable USB Smart Card Reader Small foldable USB Smart Card Reader
      1. Download the driver.
      2. Open the downloaded file and extract to a preferred location.
      3. From the extract location select and run SCR3xxx_V8.52.exe
      4. Click next through the steps in the installation wizard, selecting default options.

      For Desk mounted Omnikey Smart Card Reader (HID Omnikey 3121)
      - no reader driver installation is needed

      Omnikey smart card

    2. Smartcard middleware - download and install either the 64-bit driver or the 32-bit driver

    3. Smartcard reader timeout setup. This step is not mandatory, but recommended
      if you encounter frequent pin prompts on your Corporate Windows 10 desktop

      1. Download the script setting up required registry keys

      2. Open or extract downloaded .zip file

      3. Double click on content of .zip file. Agree to open the shortcut and run it with administrator rights

        Script open
        Script admin

      4. (Uninstall) To revert it, download script here

    Supported Mac Operating Systems:

    Catalina (10.15) and Mojave (10.14).

    Physical smart cards are not supported. You must use an RSA token or the RSA mobile app.

    Supported Mac Browsers:

    Safari, Mozilla Firefox and Google Chrome

    Required

    To verify the Citrix client version you have installed, navigate to Finder -> Applications, highlight Citrix Workspace App and select File -> Get Info. Make a note of the version information to compare with the latest version available from the download link.

    Full instructions on how to install the Citrix Workspace for Mac are available here .

    NOTE: Installation of Citrix Workspace cannot be verified on Macs using Chrome or Firefox browsers.

    Please contact End User Support Services for technical issues.

    Physical smart cards are not supported on Mac, therefor you must use a physical or mobile RSA SecurID Token.

    You will receive a welcome email with setup instructions. Follow the steps outlined below to download and install the app on your Android or iPhone device.

    Android

    1. Find and launch Google Play Store on your Android device.
    2. Within the Play Store search field enter ‘RSA SecurID’ and click on the ‘RSA SecurID Software Token’ application from the dropdown to display the info page.
    3. Click on the ‘Install’ option. Once the install completes click ‘Open’ to launch the application.
    4. Check the box to Agree to the license agreement and then follow the steps outlined in the welcome email to register your RSA SecurID token.

    iPhone

    1. Find and launch App Store on your iPhone device.
    2. Within the App Store search field enter ‘RSA SecurID’ and click on the ‘RSA SecurID Software Token’ application from the dropdown to display the info page.
    3. Click on the ‘Install’ option. Once the install completes click ‘Open’ to launch the application.
    4. Follow the steps outlined in the welcome email to register your RSA SecurID token.

    Supported iOS Versions:

    iOS 10 and higher

    Supported Browsers:

    Safari

    Note: Physical smart cards are not supported. You must use an RSA token or the RSA mobile app.

    Required

    Install Citrix Workspace App with link to the Citrix Workspace App in the Apple app store.

    Physical smart cards are not supported on Mac, therefor you must use a physical or mobile RSA SecurID Token.

    You will receive a welcome email with setup instructions. Follow the steps outlined below to download and install the app on your Android or iPhone device.

    Android

    1. Find and launch Google Play Store on your Android device.
    2. Within the Play Store search field enter ‘RSA SecurID’ and click on the ‘RSA SecurID Software Token’ application from the dropdown to display the info page.
    3. Click on the ‘Install’ option. Once the install completes click ‘Open’ to launch the application.
    4. Check the box to Agree to the license agreement and then follow the steps outlined in the welcome email to register your RSA SecurID token.

    iPhone

    1. Find and launch App Store on your iPhone device.
    2. Within the App Store search field enter ‘RSA SecurID’ and click on the ‘RSA SecurID Software Token’ application from the dropdown to display the info page.
    3. Click on the ‘Install’ option. Once the install completes click ‘Open’ to launch the application.
    4. Follow the steps outlined in the welcome email to register your RSA SecurID token.

    Welcome to MyDesk Temporary Access

    Select Your Home Region

      MyDesk FAQs

      Do I need to install an anti-virus solution if I don’t have one?

      You must install and regularly update anti-virus software and personal firewall software on any personal computer you use to connect with MyDesk.

      Windows Defender by Microsoft is built-in, free, and easy to use on Windows 10. Other options (free and paid) are available from wide range of providers, some of which are listed below:

      Company Website Windows Mac Free Versions
      AVG avg www.avg.com
      Avira avira www.avira.com
      Bitdefender bitdefender www.bitdefender.com
      Malwarebytes malwarebytes www.malwarebytes.com
      McAfee mcafee www.mcafee.com
      Norton norton www.norton.com

      What are the Supported Operating systems?

      MyDesk is supported on the following operating systems:

      • Windows 10
      • Apple macOS Catalina (10.15) and Mojave (10.14).

      Physical smart cards are not supported. You must use an RSA token or the RSA mobile app.

      What are the supported browsers?

      Windows: Internet Explorer, Microsoft Edge and Google Chrome.
      Mac OS: Safari, Google Chrome and Mozilla Firefox

      What do I do if I have forgotten / lost my smart card or RSA token?

      If you do not have your smart card or RSA token please contact End User Support Services and ask for temporary breakglass MyDesk access. Click here to access the breakglass login page.

      What do I do if my smart card or RSA token does not work and I cannot login?

      If you are experiencing issues with your Smart Card or RSA Token please contact End User Support Services and ask for temporary breakglass access. Click here to access the breakglass login page.

      How do I access support when remote or off-line issues arise?

      If you experience issues while working off-line or remotely, open BlackBerry Access and contact chat support via the ITChat link located in the header of the CS Intranet. BlackBerry Access is part of the productivity suite of applications known as CS Mobile.


      It is HIGHLY recommended that all Credit Suisse staff who work remotely at any time request, download, and install the CS Mobile applications on their personal mobile devices.
      If you do not have BlackBerry Access on your device, you will need to come into your Credit Suisse office and visit the IT Café to have your issue remediated.

      Where can I download the latest version of Citrix Workspace App?

      Click the link for your operating system ( Windows OS | All other Mac OS )

      How do I install the smart card reader driver?

      Click the link for your operating system ( Windows | Mac)

      How do I uninstall MyDesk Shield application from my computer?

      Windows – Follow the steps outlined below to uninstall MyDesk Shield from your windows computer.

      1. Open Control Panel.
      2. Within ‘Control Panel’ window click on Programs > Programs and Features.
      3. Then select ‘MyDesk’ and click ‘Uninstall/Install’ option.
      4. Click ‘Uninstall’ to the message to start uninstall of MyDesk Shield.
      5. Once uninstall has completed you can choose to restart your PC now or restart manually later.

      Mac – Follow the steps outlined below to uninstall MyDesk Shield from your Mac computer.

      1. On your Mac computer open Finder, from menu click Go then Applications.
      2. Double click Uninstall MyDesk. If you are unable to find the uninstall file then you can download it from this link.
      3. Click Yes to Uninstall MyDesk message.
      4. If prompted, enter Username and Password and click ok.
      5. A Message will pop up stating 'MyDesk was uninstalled successfully'. Click OK.

      How do I switch between MyDesk and my personal desktop session?

      Move your mouse to the top center of the screen to bring down the Desktop Viewer toolbar and click ‘Home’ to return to your personal desktop. Click the ‘Desktop Viewer’ icon from the task bar to return to your MyDesk desktop session.

      How do I setup my personal computer to use Skype and audio with MyDesk?

      Note: Audio experience may vary based on the speed and quality of your internet connection

      Windows – Before connecting via MyDesk, make sure your headset is the Default Device for Playback and Recording.

      1. Right click on the speaker icon next to the clock in the bottom right hand corner of your screen
      2. Click the Playback tab, select your Headset and click 'Set Default'
      3. Click the Recording tab, select your Headset and click 'Set Default'
      4. Click OK
      5. After you connect to MyDesk and access your work PC. Choose 'Permit Use of Microphone' if you receive the prompt: 'your virtual desktop is attempting to use your microphone'

      Mac – Before connecting via MyDesk, make sure your headset is the Default Device for Playback and Recording

      1. On your Mac, open System Preferences and click on Sound
      2. Click the Output tab and select preferred device
      3. Click Input and select the same device
      4. Close the window
      5. After you connect to MyDesk you may receive the prompt: 'Do you want to use your microphone and webcam with this virtual desktop?' Click Yes.

      TEST – Do the following to test video and audio from your MyDesk iDesktop (remote session):

      1. Open Skype for Business
      2. Click Options (cog icon) and select the Audio Device option
      3. Click on 'Check Call Quality'

      How do I check the reliability of my internet connection?

      Click the icon below to access the Speed Test, which will open in a new window. Click GO to start the test. Make note of your test results, and return to this page.

      Speed Test Speed Test icon

      Note: The Speed Test performs generic internet connection tests from your device. It does not evaluate the network condition for the connection to Credit Suisse infrastructure.

      What does the "Ping" speed test result mean?

      Ping relates to network latency. The quality of your MyDesk experience is defined by the latency of the network connection. With poor Ping results, you may experience slow responsiveness between your home machine and Credit Suisse iDesktop, i.e. you may see delays in mouse movements and keystrokes.

      The chart below categorizes the quality of your internet based on the ping results.

      Speed Test Results Chart
      Good Fair Poor
      Ping (ms) Below 20 20-120 Above 120

      What does the "Download" result mean?

      The quality of your MyDesk experience can be significantly impacted by the download speed. This indicates how quickly content is transferred to your computer over the internet. A poor download speed will have a direct impact on the quality of your MyDesk experience, especially audio and video content.

      The chart below outlines the quality of your internet based on your download speed results.

      Speed Test Results Chart
      Good Fair Poor
      Download (Mbps) 10+ 5-9 Below 5

      What does the "Upload" result mean?

      Upload speed indicates how quickly data is transmitted from your computer to the internet. Poor upload speed will have a direct impact on the quality of your MyDesk experience. You may see poor responsiveness of mouse movements and keystrokes. You may also transmit poor audio and video quality during Skype sessions.

      The chart below outlines the quality of your internet based on your upload speed results.

      Speed Test Results Chart
      Good Fair Poor
      Upload (Mbps) 3+ 3-1 Below 1

      Note: Please do not be alarmed if your upload speed value is much lower than your download speed, this is an expected result.

      What sort of MyDesk experience can I expect based on the overall test results?

      Below is an outline of what sort of MyDesk experience you can expect based on the overall speed test results.

      Good: Your network conditions for connecting are good, and should support a stable and responsive MyDesk session along with a good Skype audio experience.

      Fair: Results in this range will provide you with a fair MyDesk experience, but Skype audio call quality may be poor and you could experience some disruptions.

      Poor: You don’t have the bandwidth to support a MyDesk session.

      What can I do?

      If you repeatedly see connection download and upload result values below parameters claimed by your ISP in the contract, you should consider taking action to improve your home network speed:
      • Move your computer closer to the internet router
      • Restart your ISP router
      • Evaluate the number of concurrently connected devices to a single home router – consider purchasing another access point/router for load balancing
      • Connect your computer directly to your internet router using an Ethernet cable
      • Enhance your home network with the aid of powerline adapters
      • Contact your ISP to troubleshoot network connection provided against hardware issue, cord failure or ISP connection damage.
      If your connection provided by the ISP is described with parameters below “Fair” thresholds:
      • Contact your internet service provider to upgrade your service to a higher download speed.
      • Consider choosing alternate connections : separate ISP, 4G cellular connection, WiMAX

      What do the other speed test results mean?

      • Jitter – Measures stability of your connection. The lower the Jitter (ms) value, the more stable your internet connection will be.

      What are the Supported Operating systems?

      MyDesk is supported on the following operating systems: iOS 10 and above.

      Note: Physical smart cards are not supported for iOS devices. You must use RSA and Virtual Smart Card (VSC).

      What are the supported browsers?

      Safari only.

      What do I do if I have forgotten / lost my RSA token?

      Please note there are no breakglass options available for MyDesk on iOS devices, you must use RSA token and Virtual Smart Card.

      What do I do if my RSA token does not work and I cannot login?

      Please note there are no breakglass options available for MyDesk on iOS devices, you must use RSA token and Virtual Smart Card.

      How do I access support when remote or off-line issues arise?

      If you experience issues while working off-line or remotely, open BlackBerry Access and contact chat support via the ITChat link located in the header of the CS Intranet. BlackBerry Access is part of the productivity suite of applications known as CS Mobile.


      It is HIGHLY recommended that all Credit Suisse staff who work remotely at any time request, download, and install the CS Mobile applications on their personal mobile devices.
      If you do not have BlackBerry Access on your device, you will need to come into your Credit Suisse office and visit the IT Café to have your issue remediated.

      Where can I download and install the latest version of Citrix Workspace App?

      Complete the following steps to download and install Citrix Workspace App on iOS device:

      1. Find and launch ‘App Store’ application on your iOS device.
      2. Within the App Store application within the search field enter ‘Citrix Workspace’ and click on the application to display info page.
      3. Click on the ‘Install’ option.
      4. Enter Apple ID Password, TouchID or FaceID if prompted and click ‘OK’.
      5. The ‘Citrix Workspace’ app will start to install, once installation is complete you can open the application.

      How do I switch between MyDesk and other apps on my iPad?

      Double-click the home button to see recently used apps, swipe left or right to find the app that you want to use and tap the app.

      How do I setup my device to use Skype and audio with MyDesk?

      Audio in Skype for Business is not supported on iOS devices but Skype instant messaging works as expected.

      Why can’t I use MyDesk on my iPhone?

      Due to scaling issues observed on phone form factors, iPhone is not supported for use with MyDesk.

      How do I check the reliability of my internet connection?

      Click the icon below to access the Speed Test, which will open in a new window. Click GO to start the test. Make note of your test results, and return to this page.

      Speed Test Speed Test icon

      Note: The Speed Test performs generic internet connection tests from your device. It does not evaluate the network condition for the connection to Credit Suisse infrastructure.

      What does the "Ping" speed test result mean?

      Ping relates to network latency. The quality of your MyDesk experience is defined by the latency of the network connection. With poor Ping results, you may experience slow responsiveness between your home machine and Credit Suisse iDesktop, i.e. you may see delays in mouse movements and keystrokes.

      The chart below categorizes the quality of your internet based on the ping results.

      Speed Test Results Chart
      Good Fair Poor
      Ping (ms) Below 20 20-120 Above 120

      What does the "Download" result mean?

      The quality of your MyDesk experience can be significantly impacted by the download speed. This indicates how quickly content is transferred to your computer over the internet. A poor download speed will have a direct impact on the quality of your MyDesk experience, especially audio and video content.

      The chart below outlines the quality of your internet based on your download speed results.

      Speed Test Results Chart
      Good Fair Poor
      Download (Mbps) 10+ 5-9 Below 5

      What does the "Upload" result mean?

      Upload speed indicates how quickly data is transmitted from your computer to the internet. Poor upload speed will have a direct impact on the quality of your MyDesk experience. You may see poor responsiveness of mouse movements and keystrokes. You may also transmit poor audio and video quality during Skype sessions.

      The chart below outlines the quality of your internet based on your upload speed results.

      Speed Test Results Chart
      Good Fair Poor
      Upload (Mbps) 3+ 3-1 Below 1

      Note: Please do not be alarmed if your upload speed value is much lower than your download speed, this is an expected result.

      What sort of MyDesk experience can I expect based on the overall test results?

      Below is an outline of what sort of MyDesk experience you can expect based on the overall speed test results.

      Good: Your network conditions for connecting are good, and should support a stable and responsive MyDesk session along with a good Skype audio experience.

      Fair: Results in this range will provide you with a fair MyDesk experience, but Skype audio call quality may be poor and you could experience some disruptions.

      Poor: You don’t have the bandwidth to support a MyDesk session.

      What can I do?

      If you repeatedly see connection download and upload result values below parameters claimed by your ISP in the contract, you should consider taking action to improve your home network speed:
      • Move your computer closer to the internet router
      • Restart your ISP router
      • Evaluate the number of concurrently connected devices to a single home router – consider purchasing another access point/router for load balancing
      • Connect your computer directly to your internet router using an Ethernet cable
      • Enhance your home network with the aid of powerline adapters
      • Contact your ISP to troubleshoot network connection provided against hardware issue, cord failure or ISP connection damage.
      If your connection provided by the ISP is described with parameters below “Fair” thresholds:
      • Contact your internet service provider to upgrade your service to a higher download speed.
      • Consider choosing alternate connections : separate ISP, 4G cellular connection, WiMAX

      What do the other speed test results mean?

      • Jitter – Measures stability of your connection. The lower the Jitter (ms) value, the more stable your internet connection will be.