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Windows Remote Assistance Software

In the business world, there are multiple computer operating systems to choose from. Although Linux® and Mac® operating systems have a small space in some organizations, Windows® is by far the predominate choice in computer operating systems among most businesses. The system is widely used because it is versatile and generally well-known by newly hired employees. However, despite its broad usage, Windows desktops and laptops still require technical support and software updates on a regular basis.

Most large businesses employ technicians in IT departments who are responsible for carrying out these functions on a regular basis. Although some businesses use multiple technical teams who work at different locations, efficient businesses are turning to remote assistance to streamline the technical support process. In fact, providing remote support to Windows users is the single most important task that help desk techs must do for the organizations that they support.

The Role of RDP in Providing Remote Assistance for Windows

An important tool in providing remote support to Windows users is RDP, or remote desktop protocol. The proprietary protocol was developed by Microsoft before the turn of the millennium and has since been implemented into every version of Microsoft Windows since Windows XP, with the exception of the Windows XP Home Edition. RDP is a process by which one Windows computer can access another Windows computer.

Although it is helpful for employees who wish to access their work desktops from home, it is not a complete remote support solution for businesses and large networks. One of the most limiting features of RDP is its inability to share screens between computers. That means that when a technician logs on to a remote user's computer through RDP, only the tech can see the screen, leaving the end-user out of the support process. This limits the overall effectiveness of RDP for use as a remote support tool, primarily because the user is unable to observe the troubleshooting or support process as it is being carried out. These restrictions on the support process can make it difficult for the technician to perform regular maintenance, troubleshooting or updates, and it can also limit communication between the tech and the user.

Remote Assistance Using VNC

Another way to provide remote assistance to Windows users is using a virtual network computing platform, or VNC. There are many types of VNC connections, including some that are specifically configured to work with the Windows OS. Unlike RDP, VNC allows users to share computer screens, as well as keyboard and mouse functions. However, the VNC platform alone is not a complete tool for providing remote assistance to businesses and organizations, despite the fact that it is configured for multiple types of operating systems. With VNC connections, users and technicians can share a graphical screen, but the connection will not allow for communication between the user and tech through native chat clients. Furthermore, while VNC allows for joint session sharing between the user and the technician, the platform prevents techs from taking one-click screenshots of the remote user's desktop for documentation and reference throughout the support process.

Remote Assistance for Windows Using Both RDP & VNC

Although both RDP and VNC have their own features and benefits, neither provides the complete remote assistance solution that businesses and organizations look for to provide network tech support. One allows for direct access into a computer system, while the other streams real-time graphics and input functions.

There are some third-party remote assistance tools available that are configured to support Windows operating systems. Some of the most effective remote support tools are those configured for Windows and incorporate both RDP and VNC into their software consoles along with their own native remote control tools. The result is a remote control system that takes advantage of the best features in RDP and VNC, while also providing technicians, administrators, and end-users with a comprehensive set of remote control options from one console. That means that techs can connect to a network computer, take screen shots, communicate with users, and share a session all at the same time using a simple software program. In addition, some remote assistance tools for Windows provide techs with an easy way to perform remote administration tasks. Some of these tools include registry editors and printer managers.

Comprehensive Windows Remote Assistance Software

If your business computers run the most widely used operating system in the world, you need more than an RDP or VNC connection to meet your company’s remote assistance needs. You need a comprehensive Windows remote assistance software system that capitalizes on the benefits of RDP and VNC to deliver an end-user a tech-friendly experience. If your business has never taken advantage of remote assistance technology, you can expect to lower your labor costs, reduce technical down time, and improve your ability to serve your customers and clients.

To experience the benefits of fully supporting your Windows network computers from a single location, download a free version of DameWare® remote control software today. For 14 days, you can test and explore all of the features that DameWare has to offer and give your technical support team the tools they need to serve your company to their full potential.

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