Remote desktop support uses technology to allow IT support specialists to view a user’s desktop screen over a network or the Internet to solve and troubleshoot problems and to provide instructions to the user.
Alternatively, remote keyboard and mouse control can also be used to allow the IT specialist to actually take control of the user’s computer, of course with the consent of the user. Already you are most likely imagining the different use cases that remote desktop technology can be employed for. The question is what are the advantages for your company?
One of the best ways remote desktop support helps companies is by saving time and hassle. When a user has a problem, you can log onto that person’s computer and view their desktop. From there you can see exactly what the problem is, fix it, and show the user how to avoid future problems. Without remote desktop, the user would have to sit and wait for one of your support personnel to get to their desk to do the same thing.
Remote Desktop Benefits
Many people benefit from remote desktop support, not just IT staffers. First, the entire company benefits from it because of the increased productivity they get from each worker. Workers benefit from being supported remotely from the desktop because they can be more productive with less down time. This is also a great way to get support to remote employees that don’t even work at the office. An office without boundaries, perhaps?
Desktops can be remotely supported in almost every case where the user’s computer is actually running. If it’s unable to power on or if the network connectivity to the machine is gone, you would still have to offer traditional face-to-face support. You would have to physically go to the work station to find out what the problem is. However, most of the time, it is not a hardware issue but rather the computer is running and you can quickly resolve problems on the machine, most of which are helping the user understand how to use the software.