Welcome to the remote working support website

This site has been established specifically to help new and existing colleagues who are remote working.

Disclaimer: This website contains links to external websites for informational purposes. All provided links are consistent with the purpose of this website and do not constitute endorsement by HSBC Group of the linked websites or the information, products or services contained thereon.

This site content was last updated on February 15, 2023

How do I work remotely for HSBC?

Internet connectivity

Working remotely for HSBC requires an always-on internet connection with unlimited data and at least 10 mbps speed. This can be either through WiFi, a wired network connection, via a mobile wireless provider or personal hotspot on your smartphone.Please note however, that a mobile wireless provider may not always provide a reliable connection, particularly in remote regions.

For security reasons and to minimise the risk that your data or credentials could be exposed to hacking, do not use public WiFi for your initial setup processes.

It is also strongly recommended that if you are using a personal router, a router provided by your internet service provider, or a personal hotspot that you do the following:

  • Change the default password for your router.
  • Change the default WiFi Network Name (SSID) for both 2.4 GHz and 5GHz networks on your router.
  • Avoid using a Network Name (SSID) that can be easily-and-personally identified with you. For instance, do not use your given name, your surname or physical address in your WiFi Network Name.
  • While not required, a using a personal VPN can further improve the security of your home network and your wireless devices. For details, see this useful article about personal VPNs:

Physical work environment

Colleagues must always take steps to ensure the security of their workspace and the bank’s data. Internal, Restricted and Highly Restricted information should never be disclosed to unauthorised persons.

Sensible security steps include:

  • Being aware of those around you in an open environment or on public transport.
  • Being aware of who may be able to view your computer screen, mobile device and documents, even when you are at home.
  • Being aware of who may be able to overhear your phone conversations or what you are discussing, even when you are at home. You could accidentally break the law by discussing a customer’s personal information in public or in the presence of unauthorised persons.
  • Never leaving your equipment, documents, or mobile devices unattended at any time, even at home.
  • Using privacy screens for laptops and for desktops that may be overseen by unauthorised persons. For example, you must use a privacy screen if your device’s display is visible:
    • From a street-facing window
    • Through a reflection
    • By unauthorised persons around you, including family members or friends.
  • Taking care not to display HSBC-branded stationery or equipment when working remotely to avoid attracting unwanted attention.
  • Avoiding the use of public computers or public WiFi (for example: internet cafés or hotel lobbies) to access your working environment. Such systems and networks may not be kept safe from viruses, malicious software, or other cyberattacks that could result in a data breach.

Remote working training approval

Speak to your line manager to understand the local process and training required for remote working.

Getting your RSA SecurID token

Speak to your line manager or contact the help desk to understand the local process for acquiring and activating your RSA SecurID token.

What is HSBC Virtual Connect?


HSBC Virtual Connect is the bank’s virtual desktop infrastructure or “VDI”, allowing colleagues to access their digital workspaces on any device, anywhere, anytime.

Hardware

You can access HSBC Virtual Connect from any personal device running:

You can also access HSBC Virtual Connect from a bank-managed thin client device, if one has been provided to you.

RSA SecurID token

Speak to your line manager or contact the help desk to understand the local process for acquiring and activating your RSA SecurID token.


How do I connect to HSBC Virtual Connect using a personal Windows or macOS device?


In order to use HSBC Virtual Connect, you must have installed on your personal device:

  • A fully-licensed operating system

    This isn’t generally a concern for macOS or iPhones or iPads. However, colleagues using Windows devices should confirm that it is operating with a Genuine Windows license.

  • A current web browser, such as Microsoft Edge, Google Chrome, or Firefox
  • A current antivirus application to protect against malware
  • The Citrix Workspace app downloaded and installed
  • Media support software for Zoom and/or Jabber for your Microsoft Windows or macOS device

    The following plug-ins need to be installed on your personal device for full audio and video functionality in Zoom and Jabber.

    Click the links that are appropriate for your operating system and follow the directions both here and on the destination pages.

    Once the relevant packages are downloaded, launch their installers and follow the installation prompts.

    • Zoom VDI Media Support
      Download and install the current version of the Zoom VDI plug-in to your Windows or macOS device.
    • Jabber VDI Media Support

    • The current version of the Jabber Client for VDI is 14.0.1

      Before installing the Jabber VDI Client plug-in, you need to check that you are running the latest version of the Jabber client for HSBC.

      To confirm the version of Jabber installed on your Windows 10 desktop:

      1. Launch Jabber from within your HSBC Virtual Connect workspace
      2. Click the “Settings cog” in the top right hand corner and mouse to Help from the menu
      3. On the submenu, click About Cisco Jabber
      4. The installed version of Jabber will be displayed on the About Cisco Jabber pop-up

      If your version is older than Version 14.0.1, open the Software Center on your Windows 10 desktop and install the latest version.

      If you have used Jabber on HSBC Virtual Connect but do not have the current version of the Jabber VDI client installed, refer to Software Center and install the latest version from there.

      • Windows:

        From the above link, download and install the 14.0 VDI client for Windows thin client to your personal device Choose x86 if you are using a 32bit version of Windows on your personal device, or x64 if you are using a 64bit version of Windows.

      • macOS:

        From the above link, download and install the 14.0 VDI client for Mac thin-client x64 to your personal device. If you are using Safari as your browser, you will then be prompted for permission to allow the Jabber VDI Client to download. Click on allow.


In order to access HSBC Virtual Connect from your own personal laptop or desktop device, you will need a Microsoft Windows device, macOS device or iPad.

Android and Chromebook devices are not supported, at this time.


Allow yourself up to an hour to complete all the initial steps in this section. Once finished, you will be able to log into your HSBC Virtual Connect machine in under two minutes.

1) Confirm you are using a device that meets the requirements in the Prerequisites section on this page.

2) Ensure you have completed the process for your ability to work outside your HSBC workplace. If you are new to the bank, there is a special process already in place for you. If you have any questions, speak either to your line manager or hiring manager.

3) Ensure you have a live connection to the internet, and an RSA SecurID hard token or soft token


To access HSBC Virtual Connect, launch your web browser and navigate to the URL you were provided to externally access your workspace. Ask your line manager if you do not know this URL.


At the HSBC Virtual Connect logon screen, complete the Username and Password fields using the credentials you use to sign in to other HSBC systems.

Complete the Passcode field using the RSA SecurID token code from either your RSA SecurID hard token or soft token.


Each time you log on, you will be prompted to download and run an Endpoint Analysis (EPA) check. This check ensures your system is up to date with the latest patches to your operating system, your browser and your antivirus software. This process is automatic.

If successful, you will be taken to the screen where you can launch your desktop.


How do I connect to HSBC Virtual Connect using a personal iPad?

Important: Zoom and Jabber do not function for video or audio within the HSBC Virtual Connect session; only chat is supported. Full video conferencing support for iPad or iPhone is available only through Zoom within the Blackberry Access environment. For a more native workspace experience, use a Windows or macOS device with HSBC Virtual Connect.


Allow yourself up to an hour to complete all the initial steps in this section. Once finished, you will be able to log into your HSBC Virtual Connect desktop in under a minute.

To access HSBC Virtual Connect and other Citrix environments remotely from a personal iOS device, you must have:

1. Received your HSBC Active Directory username, your HSBC Active Directory password and your HSBC RSA SecurID token and PIN
2. The ability to install the Citrix Workspace app from the App Store on your iPad
3. iPadOS version 14.4 or later on your device. To check the version of iPadOS on your device, navigate to Settings > General > About > Software version.
4. A live connection to the Internet through WiFi or your mobile data provider.
5. On your device, downloaded and installed the Citrix Workspace app from the Apple App Store.

Citrix Workplace for iOS

  1. Launch the Workspace app from the home screen of your iPad.
  2. If prompted, tap Allow to enable the application to send notifications.
  3. Add your HSBC Virtual Connect account to the application.

    Once the application is launched, tap the Get Started button.

  4. Enter the correct address for your region.

    You must use a special address to access HSBC Virtual Connect. Ask your line manager if you do not know this address.

  5. Tap Continue
  6. Enter your credentials.
    • User Name: Enter the ID number you use to access your work desktop.
    • Password: Enter the password you use to access your work desktop.
    • Passcode: Enter the token code displayed on your RSA SecureID hard token or soft token.
  7. Tap Sign In

    Tap the Sign In button to proceed to your list of available assets.

  8. Enable Login with Touch ID/Face ID For faster, easier access to your desktop, tap the button that reads either Use Touch ID or Use Face ID.
  9. Tap the icon for the HSBC Virtual Connect Desktop you wish to launch.

    If you have just completed steps 1 through 8 above as a part of your setup, you will be taken directly to your desktop. All future sessions will prompt you for your password, Touch ID / Face ID confirmation and an RSA SecurID token code (Passcode) to proceed.

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How do I connect to HSBC Virtual Connect using a bank-managed thin client device?


Allow yourself up to an hour to complete all the initial steps in this section. Once finished, you will be able to log into your HSBC Virtual Connect machine in under two minutes.

1) Ensure you have completed the process for your ability to work outside your HSBC workplace. If you are new to the bank, there is a special process already in place for you. If you have any questions, speak either to your line manager or hiring manager.
2) Ensure you have a live connection to the internet, and an RSA SecurID hard token or soft token


Once configured for your home environment, your thin client device operates like a typical Windows 10 laptop or PC.

However, setting it up for the first time is different than most other devices you may have previously used. For best results, watch the onboarding videos that match the thin client device you’ve received:

  • Setting up your Mobile Thin Client
  • Setting up your Static Thin Client
  • Logging on for the first time with your thin client device

If you’re not able to access or watch these videos, follow the steps below.


Your thin client device uses a unique operating system that can only be used to connect to HSBC Virtual Connect. Follow these steps to connect and log on.


1) In you haven’t already done so, begin by powering on your device, along with any peripherals you intend to use.
2) Please be patient during this part of the startup process. Your device will take about 60 seconds before it is ready for your input.
3) When you start your device for the first time, you will be prompted to log on to HSBC Virtual Connect.
4) Don’t try to log on yet. You need to connect your device to the internet first.
5) If you are already connected to the internet via an Ethernet cable, you will be prompted by Cisco AnyConnect to log in to the HSBC network. You can skip ahead to Step 15 at the top of the next section.
6) Please note that you will only need to perform the following steps the first time you join a new network via WiFi.
7) To connect to your home WiFi network for the first time, Click the Network icon in the lower right-hand corner of the screen to reveal the Configuration Panel.
8) On the configuration panel, click the Network connections option.
9) Under Network connections, click the WLAN tab.
10) Then, click the Add WLAN profile option
11) Your thin client will then scan for WiFi networks in range, presenting a list of available WiFi networks for you to choose from.
12) Find your home Network from the list and click it to select.
13) Type the WiFi access password for your network into the Password field.
14) Click Apply to complete the connection to your WiFi network.


15) Once your device is connected to your home network, the Configuration Panel will disappear and Cisco AnyConnect will prompt for your login.
16) Enter your User ID in the Username field.
17) In the Passcode field, enter the token code from your RSA SecurID Software Token, then press Enter on your keyboard, or click Connect.

  • If you are a new joiner using your RSA SecurID for the first time, follow the process provided by your manager.
  • Please note: If you are using a physical token, be sure to type your PIN followed by the six-digit number displayed on the token, as you would with any other AnyConnect session. Do not leave a space between the PIN and the RSA Code.

18) Once your device is connected, you will be presented with a Cisco AnyConnect Banner and a legal notice from HSBC.
19) Click Accept to proceed.
20) Upon successfully connecting to the HSBC network, you will see a “Connected” notification.
21) You can close this notification.
22) You are now ready to log on to HSBC Virtual Connect.


23) Enter your user name and password on the login screen.
24) Confirm that your Domain and Home Location settings are correct for your region. If you are not clear on what your settings should be, speak to your line manager.
25) Click Log on or press Enter to continue, and then proceed to the What do I do once I have logged onto my desktops dashboard? section, below.

Launch your desktop

Once you have entered your credentials and any security checks have run successfully, you will be presented with a new screen containing one or more icons. These are your available desktops. Click the icon of the desktop you want to work with.

  • Note: If you are using a personal device, a small file with an .ica extension will be downloaded. Open this file to launch your desktop
    Tip: You will likely be asked if you want to open this type of file automatically. Select yes so that you do not have to manually open the download each time you log on to HSBC Virtual Connect

Welcome to HSBC Virtual Connect!

When you log on to HSBC Virtual Connect for the first time, you will be taken to a special welcome page. This page contains useful information about how to get started using HSBC Virtual Connect.
You can access this page at any other time by opening the Welcome to HSBC Virtual Connect shortcut on your virtual desktop.


How do I get online using my bank-managed laptop or PC?

Hardware

In order to access your workspace, you will need a bank-managed device. If you do not have such a device, contact your line manager for guidance.

RSA SecurID token

Speak to your line manager or contact the help desk to understand the local process for acquiring and activating your RSA SecurID token.

Before you start

1) Ensure you have completed the process for working outside a physical HSBC location. If you are new to the bank, there is a special process already in place for you. If you have any questions, speak either to your line manager or hiring manager.
2) Ensure you have a live connection to the internet, and an RSA SecurID hard token or soft token

Logon to the HSBC VPN before signing in

1) At the Windows Sign In screen, click the network connection icon () in the bottom-right corner of your screen.
2) After a few moments, the Cisco AnyConnect access interface should appear in the lower right-corner of your screen.
3) In the Network pane, select which network you wish to connect with. This can be either a wired or wireless (WiFi) network.
4) Once you are connected to your network, select Connect button on the VPN pane.
5) When prompted, enter your HSBC username in the Username field, and enter your 'password' in the Password field. Note: your 'password' is not your Windows password.
Your password is the token code from your RSA SecurID Software Token application. If using a hard token, prepend your token code with your PIN. 6) Click OK. 7) You will then be prompted with a brief licensing statement. Select Accept.
8) This completes connection to the HSBC VPN.

Enter your credentials

  1. Enter your credentials as normal at the Windows Sign In screen, using your Windows ID and Windows Password.
  2. Upon successful sign in, your desktop will load. Your VPN connection will remain active as long as your network connection also remains active.

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Who do I contact if I need help?


Once you’re successfully logged in using HSBC Virtual Connect, you’ll have access to your full suite of websites and applications, including Service Now.


If you are unable to log on to HSBC Virtual Connect or are having issues with your RSA SecurID App or BYOD mobile applications, contact the HSBC Global Help Desk.

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© HSBC Group 2020