Remote Desktop Support Software

Remote support software allows you to access desktop computers remotely—whether it’s desktops on a different floor or in a different part of the world.

Remote desktop software used to gain remote access to mobile devices and computers is useful for IT support and improving productivity by eliminating barriers to resolving IT issues wherever end users are located.

More importantly, remote access support software, whether it’s Linux or Windows remote support software, can allow IT to access desktops from wherever they are, so technicians can provide necessary support faster compared to providing support in-person or talking an end user through the problem without the ability to control the device themselves.

Whether using a macOS X or Microsoft remote support tool, IT teams can more easily solve technical issues on remote devices and gain the ability to transfer files, install programs, and even debug the operating system from a different location. With the best remote support applications, you can solve problems in the background without interrupting the user’s ability to do their jobs while the problem is being addressed. In cases where the user needs to be involved in the IT support process, remote access support software makes it easier to communicate using chat and video calling while the technician remotely controls the user’s device.

Remote desktop software lets you create secure connections between devices and desktops to provide effective IT support no matter where the user is located.

Remote support software, like SolarWinds Dameware Remote Support (DRS), can connect to remote devices either through the internet or over LAN. You can connect to devices even if they have crashed or are powered off, and the software includes an internet proxy to create safe over-the-internet remote sessions.

Once your device is connected to the remote device (also referred to as the host device), you can control the host device as if you were physically at the workstation. You can also control the remote device’s mouse and keyboard with your own mouse and keyboard and access system files, dig into logs to find the potential root causes of issues, and more.

This level of control means you can perform a range of tasks, including troubleshooting problems, installing updates, and providing on-demand support. In addition, the ability to take and save screenshots, have in-session chats, and screen share can help elevate the IT support experience and allow users to communicate clearly what the problem is, so technicians can start working to solve the problems right away, save time, and increase productivity.

By letting you take control of the desktop of another computer, remote support software lets you help end users as if you were standing over their shoulder—no matter how near or far you physically are from the end user and their device.

At the most basic level, remote support software help makes the support process easier by allowing you to:

• Quickly connect to and control end-user desktops
• Take one-click screenshots of remote desktops
• Chat with end users as you troubleshoot problems during a session
• Quickly transfer files to remote computers to fix problems

Remote support software is also useful for improving both end-user and technician productivity because it helps save time and effort. Even if technicians are in the same building as the device they’re trying to fix, they can still save time by not needing to travel to the device. Additionally, with remote support software that lets you resolve problems in the background, end users can keep working while technicians fix the problem.

Remote support software also makes the problem resolution process easier for everyone involved. If a user doesn’t know how to explain their problem effectively in their help desk ticket, they can instead point the remote support technician right to the issue once the remote connection is made and the technicians can see the user’s device. The user can also explain the problem through the software’s built-in chat feature. These remote support communication features can help streamline trying to locate a problem and help technicians get to the bottom of vague help desk tickets quicker.

SolarWinds Dameware Remote Support (DRS) is a powerful remote support software solution built to go beyond simply allowing technicians to connect to remote devices. DRS has features designed to make the IT remote support process as secure and effective as possible, while saving everyone time and energy.

DRS offers support across multiple platforms including Linux, Mac, and Windows devices. With DRS, you can access remote computers from iOS and Android mobile devices, including tablets.

DRS lets you connect to remote devices over either LAN or the internet. From there, you can do everything from transferring files, to installing updates, rebooting entire systems, or stopping processes and services that might be causing problems. DRS also comes with built-in tools that let you fix problems on the host computer without needing to interrupt the user session, so they can keep working while remote technicians work in the background.

DRS makes it easier for technicians to communicate and troubleshoot with users during remote sessions with built-in chat and the ability to take screenshots on the remote desktop and save them to their own device, so they can easily refer back to them as needed.

With DRS, you can also feel confident in the security of your and your client’s data, even when it’s traveling over the internet during a remote session. The tool helps you more easily control access to another computer to help ensure only authorized users can gain access. DRS also uses AES 256, 3DES/Triple DES, RC4, and FIPS 140-2 encryption algorithms designed to keep data secure.

Other cloud based SolarWinds remote support tools:

• Dameware Remote Everywhere
• Service Desk

• Remote Administration Tool
• Remote Management Support for Intel vPro With AMT
• Remotely Control Windows Machines
• Proxy Feature for Remote Desktop Connections Over the Internet
• Smart Card Authentication Login Feature