Remote Desktop Access

Remote desktop access refers to the ability to access a desktop from another location.

When providing remote support, remote desktop access allows technicians to establish secure connections with remote employees’ computers. During a remote access session, technicians are not only able to view an end user’s desktop but control it. Remote desktop access allows support technicians to more efficiently detect, diagnose, and resolve problems.

Remote desktop access allows technicians to provide rapid IT support and helps ensure employee productivity doesn’t come to a standstill when issues arise for employees across the globe.

For example, an employee may need a technician to identify why a new application keeps stalling or why a file won’t load properly. Using a remote desktop solution, the technician can connect to the end user’s computer via a Remote Desktop Protocol, a proprietary protocol, or an internet proxy server; alternatively, they can connect through a LAN, WAN, or VPN. Once a connection is made, IT technicians gain full control over the end user’s desktop and can begin troubleshooting to find a solution.

The modern workforce has become increasingly dispersed, making remote desktop access a necessity for any company with multiple locations and a remote workforce.

Remote access tools allow IT technicians to administer the same level of support to remote employees as they do in-house employees. This helps make sure technical issues don’t become major roadblocks.

Comprehensive remote desktop access software can do the following:

• Facilitate troubleshooting: Companies can’t afford long connection or software response times; they need their IT technicians to quickly identify and resolve issues. An effective remote access tool will connect you with an end user and provide essential system information at the start of a remote session.
• Enhance security: Cyberattacks, which seek to exploit systems and steal sensitive data, are becoming increasingly common. Remote access tools put security at the forefront through advanced encryption protocols, two-factor authentication, and multi-level permission settings designed to protect companies from threats.
• Drive efficiencies: Knowing how a problem was solved in the past helps IT technicians solve similar issues when they arise. It’s important to look for remote access tools capable of tracking and storing ticket information for such purposes.

Remote desktop access software gives IT technicians complete visibility into a remote employee’s device. Once a remote session has been initiated, technicians can evaluate Windows event log data, BIOS, device details, and other critical system information. Access to these in-depth insights helps technicians efficiently detect, diagnose, and resolve issues.

Many remote access tools further facilitate the troubleshooting process through live chat features designed to quickly connect technicians with end users. This direct line of communication means technicians can gain insight into when a problem started, where it first occurred, and how it has progressed.

Comprehensive remote desktop access software can also deliver enterprise-grade security features, such as AES-256 encryption and two-factor authentication. With these systems in place, sensitive data sent over a remote network connection is kept safe and secure.

With SolarWinds^® Dameware^® Remote Everywhere, you can typically make an online remote desktop connection in eight seconds or less. This allows IT support technicians to quickly begin troubleshooting end-user issues without long connection or slow software response times. Once a connection is made, the platform utilizes innovative video streaming technology to provide IT support technicians with crystal clear 4K visibility into end-user desktops. Paired with the ability to run local batch scripts, use system CMD shell, and employ Windows commands, this level of visibility helps technicians quickly identify an issue’s root cause.

To further streamline the process, Dameware offers a lightweight ticketing system allowing end users to submit one-click support requests. Once their request has been submitted, they’ll be notified of their position in the support queue and their estimated wait time. When a ticket is resolved, critical details pertaining to how it was resolved and who resolved it are stored in the Dameware system for future reference.

• Dameware Remote Support—On-premises remote software
• Dameware Mini Remote Control
• Help Desk Essentials Pack
• Service Desk
• Web Help Desk