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Remote Assistance Programs
Businesses must stay on top of changes in the tech world in order to remain competitive in their industries. IT departments in most businesses are responsible for keeping normal business operations in other departments running smoothly. Taking advantage of remote assistance capabilities is an important part of equipping a highly efficient IT team and preventing computer or server down time. Whether a business uses the popular Windows® OS or an alternative operating system such as Linux® or Mac OS® X, all need to be supported remotely.
Although some operating systems include minimal remote support capabilities, these usually include very limited features. To most effectively support network computers, specialized remote assistance programs are essential. Remote support programs are software tools that techs and system administrators use to help end-users with computer problems. They allow techs to help end-users from an independent software console on their own computer.
Remote Controlling a Network Computer
A central feature of remote support programs is remote control. Remote control is a tool that techs can use to take control of an end-user's computer. There are many reasons why a technician would want to take control of an end-user’s computer, including for troubleshooting purposes. With remote control, techs can instantly connect to an end-user’s computer, view the desktop, identify problems, and implement solutions as if they were troubleshooting in person.
Often, IT departments are located far away from the computers they help maintain. For example, a business may have locations throughout the U.S. but establish a single IT department at a corporate location. Instead of deploying individual technicians to troubleshoot computer problems at each branch or location, techs can connect remotely to network computers without ever leaving their offices. Not only does this expedite the support process, but it also saves the company money on labor and travel costs.
Another useful feature in remote assistance programs is the ability to perform remote administration. With remote administration, system administrators can perform administration tasks on Windows computers that would otherwise need to be performed in person. Some administration tasks that can be performed remotely include managing disk drives and exporting configuration settings to CSV or Excel® files. Furthermore, administrators can boot and reboot remotely, oversee technical operations for quality control purposes, and perform routine updates easily. That reduces the amount of time spent on IT processes and provides more time for managing general business operations.
Remote Assistance Technology
Remote assistance technology is not a new idea, but it is constantly being improved upon by both operating system developers and third party software developers alike. Since the release of Windows XP, for example, Microsoft® has been incorporating Remote Desktop Protocol (RDP) technology into its operating systems in an effort to help users connect to other desktops remotely. Similarly, Virtual Network Computing (VNC) connections are used to connect to Mac® and Linux operating systems. Both RDP and VNC offer helpful features, but neither is a complete solution for businesses supporting large networks.
For example, RDP prevents users and technicians from sharing desktop screens, whereas VNC provides limited remote control capabilities. Instead, businesses and IT departments need to invest in remote support programs that package both RDP and VNC technologies with their own native remote control tools into one software console. This will provide a complete assistance tool that gives techs a choice of three different ways of connecting to remote network computers.
If possible, these remote assistance programs should also incorporate Intel® Wake-on-LAN, which is a tool that is becoming more widely supported by remote assistance programs. Wake-on-LAN allows techs to support computers that have crashed or are in a sleep mode by remotely booting or rebooting the computers. That means that support and administrative processes can be carried out regardless of whether an end-user is present.
In addition to RDP, VNC, and Wake-on-LAN technologies, there are several other features that business owners and IT teams should look for in a remote support tool. Primarily, the tool should be comprehensive and all-inclusive so IT teams do not need to have multiple consoles open to support their environment. It should also be capable of supporting hundreds or even thousands of computers on a single network. The selected software should provide easy connectivity and support clear communication between the end-user and the support staff. Finally, the remote support tool should allow for remote file transfers and shared desktop viewing capabilities—all provided over a safe and secure connection.
Choosing Support Software
If you are a business owner or IT team manager in the market for remote support programs for your network support needs, look no further than DameWare® remote assistance. DameWare is designed with small and large networks and businesses in mind. There are no licensing charges for the number of computers you need to support. Rather, DameWare is affordably priced according to the number of system administrators using its console. DameWare has been configured to support Linux, Mac OS X, and Windows operating systems, which is perhaps why thousands of people and businesses already use it all over the world. It boasts one-click connectivity for all operating systems, fluid chat support, and real-time shared screen viewing. To experience the benefits of DameWare immediately, download your free trial version of the software today. We will give you a full 14 days to try out a fully functional version of the software before you choose to buy it.