O Checking and changing OS and software configuration Typical support uses for remote desktop access include “Remote desktop access is used for support activities including remotely diagnosing the device, troubleshooting, helping with applications, and firmware updates,” says Rob Brothers, Director Hardware & Software Support Services, IDC.
These tools can handle most technical support calls where the computer is still working - i.e., the operating system is up, and a Web browser and other applications are running - and where the computer is connected to the company LAN or the Internet.Īs the name suggests, a remote desktop access solution reaches out from the IT admin’s device across the network, connects to the employee’s computer, and takes control of it, with the employee device appearing as a window on IT’s system. The products come from LogMeIn, SolarWinds, Citrix, and Bomgar, all established vendors in the remote access field. If your organization is considering a remote desktop access product this quick guide spotlights the four offerings worth considering as you make your buying decision.
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