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Top 5 Benefits of Enabling Remote Support Capabilities Within Your Help Desk Software

Level 11

Whether providing support to end-users or fellow employees, there are countless benefits to leveraging an IT Help Desk solution. From ticketing and service management, to IT asset management and more, these solutions have a lot to offer in the way of optimizing the efficiency of the support function of a business.

IT help desk admins are busy people. They are constantly juggling service requests and trouble tickets, either bouncing from workstation to workstation to provide hands-on support, or offering assistance via phone or web.

Though help desk solutions offer the advantage of tracking and managing all aspects involved in battling support issues, sometimes there’s nothing like a face-to-face, rather a screen-to-screen visit to improve this interaction.

In this blog, I’ll detail five benefits of the combined use of an IT help desk solution and remote support tools, a power punch combo that is sure to have an impact on the delivery of IT support.

  1. Simplifying IT Service Management (ITSM) – By integrating remote support tools into a help desk solution, help desk technicians can manage ticketing automation and SLAs, and seamlessly interact with end-users to resolve their issues. Establishing remote connections to the end-user’s desktop directly from within help desk tickets and chat windows provides a gateway to greater transparency. It also eliminates the need to visit users personally, simplifying the ITSM process from end-to-end.

  2. Increasing operational efficiency – As mentioned above, help desk solutions remove the need for manually managing tickets, creating performance reports, assigning tickets to technicians, etc. Using such a tool allows IT support pros to focus on the task at hand: remediating support issues. By integrating remote support capabilities, this enhances their performance, providing direct access to problematic end-user machines and IT systems, enabling them to diagnose performance problems and troubleshoot immediately from anywhere.
  3. Automating IT support – An ideal help desk system automates IT support operations, including ticketing management, IT asset discovery and management, escalations, change/approval management, and more. The addition of remote support capabilities helps to streamline IT support from ticket creation to resolution, all within a single console.
  4. Lowering time to resolution – Enabling remote support tools within a help desk solution gives IT help desk admins the ability to explore problems right from the source, rather than shuffling through screen shots or spending time deciphering written or verbal details, which are often provided by the technical layman. This empowers them to accelerate the resolution process.
  5. Improving customer satisfaction – IT issues can bog down business, causing trouble for the end-users and the company as a whole. Having these tools at their disposal allows help desk technicians to quickly diagnose and resolve issues, so end-users and fellow employees can get back to business. When coupled with the ability to track and measure the performance of help desk technicians, this strengthens a company’s ability to provide excellent support. And this, in turn, translates to greater customer satisfaction over time.

Interested in learning more about the benefits of incorporating remote support capabilities into your help desk solution? Watch this quick two-minute video to discover the value

SolarWinds® Web Help Desk customers receive from integrating DameWare® Remote Support into their solution.

Do you have other examples of how remote support has helped your help desk achieve greater levels of success? Share a comment to fill us in!


What's not to like?  As long as it's secure, and your staff are trained, and you've got Change Management and notifications in place, and you do have them do maintenance solely within maintenance windows . . .

Sort of like saying "What could go wrong?"

Not so much, if you train and test and trust and have great monitoring and backups.


Pretty much what rschroeder​ said !

Level 20

Is this Bomgar remote free or something?  Kinda wondering why so many people use it?  I just checked it isn't free but popular I guess... the first tool I saw for windows like that was the Solarwinds one... I always liked how it could push it's agent out to the client if you were Domain Admin.

Level 21

We are actually looking at how using Dameware Remote Support may fit into the new environment we are building out.  Resolving the security concerns is probably the larges hurdle when you are working in environments that need to maintain security compliance for things such as HIPAA and PCI.

Level 11

Totally understand that! Here is a blog I found that speaks to how Web Help Desk is able to assist in your compliance efforts surrounding HIPAA - CMDPrompt Blog. Based on this and the combined use of these two solutions, I think you're on to something. Let me know how things pan out.

About the Author
While serving as Product Marketing Manager at SolarWinds, I led the messaging and strategic marketing direction for over 13 products from the Security and Tools Portfolios. My introduction to the IT space came in the five years I spent working for an Austin-based colocation, managed hosting, and private cloud provider that assisted businesses in the healthcare, financial services, education and various other industries with high security needs and sensitive data. In that time, I learned a lot about the hosting industry, IT service management, physical and technical security, and of course... regulatory compliance.