🖥️ Remote desktop support
Remote support software allows IT technicians to access another device remotely to provide support
- The remote connection allows a technician to see the screen of the remote device on their own device in real-time.
- In most cases they'll be able to take control of the remote device to troubleshoot issues and perform other tasks.
- Remote support leverages remote access (or remote desktop) software to give the technician instant access to the remote device from anywhere, at any time.
- Meaning, they can provide remote assistance without having to travel to the device. Saving money on travel whilst also being more conveinient for the user reieving help.
- While in a remote session, the technician can take control of the device and perform whatever task is needed. They can install updates, resolve issues, and perform maintenance.
Most remote support solutions come equipped additional features that help IT technicians be more productive while providing remote support.
Examples of these productive tools are:
- File transfer
- Remote print
- Chat
- Session recording
- Screen sharing
and more... This is not an exhausive list
- By being able to remotely access a device to provide support, IT support teams, help desks, and managed service providers can resolve support tickets quicker. (no back and fourth with emails)
- This means they can save time and get more done throughout the day.
- End-users receiving support enjoy faster service which leads to increased satisfaction.
Two catrgories#
Remote support can be sorted into two categories
Unattended and Attended. The difference is if the end user is present.
In some circumstances, the end user must be present to ensure the technician isn't accessing any sensitive files.
Unattended remote support#
- Unattended access means the technician can remotely connect to the endpoint device even without an end-user present.
- Remote support platforms make this possible by having the IT team deploy an agent app on all the computers they manage.
- Once the agent is installed, a member of the IT team can to connect to the remote computer they want to access.
- By having the agent installed on the remote computer, IT technicians are able to remotely access the computers at any time, with or without someone actively using the computer.
- This makes it possible to support computers outside of regular office hours or when the endpoint is not in use.
Attended remote support#
- Also known as on-demand support, or ad-hoc support, attended support allows technicians to access a device the moment the end-user requests assistance. Once connected, the technician can provide support to resolve the issue.
- Unlike with unattended access, there is not prior setup necessary for attended access. Because an end-user is present, they are able to help the technician establish a remote connection to their device.
- This can be done a variety of ways, but a common method is to have the end-user run the remote support tool’s app to generate a unique session code, which the user gives to the technician so they can connect to the device and take control.
- Attended access enables help desk professionals to provide support to any device as long as the end-user is present. This means they can remotely support managed devices as well as personal devices.