Why Do Helpdesks Need A Remote Access Tool?

Today’s business environment has proved to be a difficult task to support. With many companies using different operating systems and proprietary software, support agents are often left troubleshooting in the dark. Today, we will be discussing different types of remote access tools and what it can bring to your helpdesk.

Why should desk side support have a remote access tool? Why should call centers have a remote access tool? Remote Management vs. Remote Access Wish List of Features Product Comparison Q&A

Why should desk side support have a remote access tool?

Ever try to support a customer over the phone and end up walking to the person’s desk and doing it yourself anyway? A remote access tool saves you the walking. A remote access tool is a program that allows a support technician to troubleshoot a customers computer issue without physically being there. Remote access tools generally allow support technicians to take control of a customers keyboard and mouse to resolve the issue at hand. By accessing customer computers remotely, issues can be resolved quickly and effectively.

Why should call centers have a remote access tool?

Deliver On-Demand Remote Support – Anytime and Anywhere. Shorten call times and reduce repeat calls for the same issue. Decrease the need for on-site visits. Diagnose and resolve problems faster. Improve customer satisfaction by resolving issues on the first call. Increase first call resolution. Helpdesk call centers can be located off-site. Customers do not have to be within a corporate network to receive next level support.

Remote Management vs. Remote Access

Remote management is a powerful tool for upgrading multiple computers on an internal network. Allows software and patches to be delivered to multiple computers simultaneously. Allows rapid deployment of new computers to new and existing employees Remote Access = reactive control of the PC Remote Management = proactive control of the PC

Remote Access Tools Feature Wish List

Feature Wish List Work on any OS Platform Does not require Admin rights to install Secure Fast Easy to use Survey capabilities Inexpensive Shared Licenses ( does not require a specific user to use program ) Works in low bandwidth situations High-lighting capability Remote connection Override Transfer files Ability to “hide” desktop wallpaper to improve performance Ability to change color quality to improve performance Zero installation footprint User can accept or decline the connection Automatically disconnects technician after “x” amount of idle time Ability to log users off and log on as an administrator

Product Comparison

GoToAssist $150 per license paid annually (min 5 licenses) Pros: Industry Leader Powerful reporting tools No permanent program footprint Web based Powerful troubleshooting tools Quick and easy connection procedure Multiple remote sessions from one agent Cons: Expensive Requires 5 licenses minimum 128 bit encryption vs. 256 bit encryption

Ultra VNC FREE (basic cost of resource implementation and bandwidth consumption apply) Pros: Inexpensive Minimal Install Small program footprint Web based Fairly easy to connect to customer Multiple remote sessions from one agent Cons: Requires IT to implement and maintain Open Source Security Encryption Plug-ins No reporting / survey capability

NTR Support $100 per license paid annually Pros: Industry Leader No permanent program footprint Web based Powerful troubleshooting tools Quick and easy connection procedure Multiple remote sessions from one agent Very strong encryption 256 bit Cons: Somewhat expensive Extra features are an additional costs

Beam2Support $80 per shared license (contract applies) $40 per single user license (contract applies) Pros: Fairly inexpensive Very strong encryption No permanent program footprint Web based Powerful troubleshooting tools Quick and easy connection procedure Cons: One session per license

ISL Light $470 1st license paid annually, $350 per additional license paid annually Pros: No permanent program footprint Web based Powerful troubleshooting tools Quick and easy connection procedure Multiple remote sessions from one agent Very strong encryption Fairly inexpensive Cons: Small installation footprint