why do helpdesks need a remote access tool?. today’s business environment has proved to be a...
TRANSCRIPT
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 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