Remote access technology grants access from an external system to a computer network or an individual device. Nearly any computer issue can be resolved via remote IT support including scanning for malware, installing drivers, upgrading business applications and software, and removing computer viruses.
With the advance of digital transformation, remote access has proven to be an invaluable asset for small and large organisations alike. Apart from the obvious advantage of being able to bypass geographical limitations, remote access software is also useful when it comes to —
Reducing Response Time – Compared with the traditional methods of IT support services, which often require the physical presence of an IT professional, remote support provides a significant improvement in the response time.
Increasing Productivity – Remote support inherently has a shorter response time, therefore, employees’ issues can be addressed faster. This, in turn, will reduce downtime and increase overall productivity.
Ensuring Proactive Maintenance – Eliminating the need for a physical presence makes it much easier to offer and carry out proactive maintenance on the end-users’ systems. This ensures that all systems within an organisation are up to date with the latest security patches and OS updates.
Wide Platform Support – Remote support software with very limited support for operating systems will provide unsatisfactory results. The devices installed in network infrastructure and those being used by end-users cannot be limited by the platform support of remote support software. Therefore, multi-OS support is a must for such software.
Fast Connectivity – Effective remote management software should also offer fast connectivity from the engineer’s device to the client’s. The longer it takes to establish a connection, the more it adds to the downtime and takes away from productivity.
Troubleshooting and Diagnostic Capability – Capabilities like full terminal access, Windows commands, remote printing, drag-and-drop file transfers, forced reboots in safe mode, block option for remote keyboard and mouse usage, port and RDP forwarding, can help further accelerate the speed of resolving issues.
Some support software also offers session recording, which can be helpful for auditing, quality control, or even simply to provide the end-users with a tutorial to refer to.
Provides Security and Privacy – Ensuring that the end-user is safe during a remote session is also a very important aspect of remote support. Features like idle session timeout to prevent unauthorised access, two-factor authentication, session encryption, screen pause to keep sensitive information private, etc. are very useful from a privacy standpoint.
Automation – Automation brings a lot to the table. If the more regular, mundane tasks can be automated, more resources can be expended on high-priority issues.
Allow for Collaboration – More often than not, one issue will demand the involvement and authorisation of multiple teams like systems, network, database, etc. Features like session transfers, communication with other techs and historical information of a ticket (notes, screenshots, and session histories) can immensely fastrack the resolution of an issue and save tons of time and back-and-forth over emails.
Minimised Administrative Tasks – Not only does this redirect resources to the main task of ticket resolution, but it is also known to improve the quality of service of IT professionals. Simple features like being able to create a ticket with entering minimal information or using session recordings to auto-fill data in the tickets can over time add up to saved business hours.
Modes of Communication – Having multiple methods of communication is very important for remote support software. At the very least, the solution should offer live chat, email, and pre-session messaging. Audio connectivity over a session is also widely preferred. The remote support software should also be able to handle mass file transfers as is required of many troubleshooting tasks. Being able to push scripts and large files over the software itself make for a much more fluid and responsive experience.
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