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Supporting Remote Users With Remote Control Software

Level 11

With an ever increasing number of users telecommuting and connecting remotely to enterprise systems from different locations, IT admins are faced with a continual challenge of providing 24x7 support to these remote users. On a daily basis, IT staff deal with complaints from employees regarding remote connectivity issues and are required to ensure remote users have seamless and secure remote connectivity.

Here are some of the key challenges that IT personnel face when supporting remote users:

Increased troubleshooting time: Supporting remote users by telephone or e-mail is challenging for support personnel. Since they are unable to see what’s going on and rely on the user to describe every action he or she takes, troubleshooting time increases. With e-mail, the back-and-forth communication becomes difficult and tedious as remote-users have to wait for the troubleshooting instructions of the support staff.  This lag in communication could affect the productivity of the employees as well as help desk personnel.

Security risks: Off-site workers trying to connect to office networks from unsecure devices pose a huge threat as they can expose the network to malicious programs and potential hackers. Also, storing sensitive information on unsecure systems could lead to data breaches.

Increasing Costs: When connectivity problems arise at different off-site locations, deploying a full time on-site technician to every remote site is expensive and time-consuming. If problems require sending systems back to a central IT department for repair or updating, the day-to-day activities of remote users are affected resulting in lost productivity.

Remote assistance programs like remote desktop control address the above challenges and enable IT admins to provide constant support to remote end-users. Some of the benefits of providing remote support using remote control include:

  • IT personnel can quickly take complete control of the remote users’ systems, immediately identify the issues, and resolve them easily. The ability to instantly chat with remote users during troubleshooting helps eliminate communication problems between the IT department and the off-site workers and cuts down support call times
  • Authenticating users with Multifactor Authentication, such as smart card authentication, provides an additional level of protection against unauthorized access and makes it difficult for hackers to break in. Encrypting the data transmitted between the local and remote systems minimizes the risk of data breaches
  • The ability to connect to and monitor remote user systems at different locations right from a central location eliminates the need to deploy an on-site technician at each remote site, reducing support related costs

DameWare Mini Remote Control's (MRC) rich feature set offers solutions to each of these challenges.  Features like screen sharing, file transfer, smart card authentication, chat, and many more are all available from one easy-to-use console.  With DameWare's MRC, IT Admins can provide fast and effective remote support to end-users.  Learn how DameWare's powerful and affordable remote assistance software simplifies remote support.

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Level 15