Welcome to MyDesk

Select Your Home Region
Select Authentication

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 8 and 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, 8.1, 8 and 7.
  • Apple macOS Catalina (10.15), Mojave (10.14), High Sierra (10.13), Sierra (10.12) and El Capitan (10.11).

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 | Mac OS Sierra and El Capitan | 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.