Everyone is working on running their organization as efficiently as possible, but often times the small things are overlooked. IT support is a necessity for most organizations, but it's a costly expense to have someone on, full time, to address any conflicts that may arise, and to run your regularly scheduled maintenance, security and updates. The solution comes from the advancements in Remote Help Desk Support.
Remote control tools enable IT help desk personnel to better serve their end users, and benefits the organization by saving them time and money. Because the help desk can remotely diagnose and solve problems you save time, by having them directly interact with the end users' PC instead of directing the user through a potentially complicated series of actions, and you save money because the conflict can be resolved in a shorter amount of time, reducing the amount billed. The remote services also eliminate having to go to the office to work on any conflicts, saving money and time for both parties.
Your IT support company should provide remote services as an option. The phone is still the preferred method of contact for the majority of end users, but remote services are rapidly being accepted and employers are noticing the financial benefits as the need to stretch the dollar increases.
This is great advice for folks – especially small business users. Best of all, many of these remote support tools are either already built into your operating system (Windows, Mac, etc.) or are available for free. For example, for quite some time now, Windows has included an option for users to “Request Remote Assistance” from a trusted person. And if your business is using Small Business Server, your IT support personnel can “Offer Remote Assistance” to your users while diagnosing problems. In both cases, the “permission” of the end user is required each time an IT person wants to share their desktop, so you can control when someone is “looking over your shoulder”.
If you prefer a more universal, non-Windows approach, Virtual Network Computing (VNC) is an open-source solution that is available for free from many vendors and can run on Windows, Mac and Linux. This tool is typically installed and configured by your IT support provider to allow access to your computer in a variety of situations.
Finally, many IT support providers are offering remote control support to users through a web site such as WebEx and LogMeIn. In this scenario, users are usually asked to run or install a program one time to allow for remote control of their computer.
In all cases, remote control is a powerful tool for both IT providers and end users, but like all things there is a risk. It is important for you to not only know who you are allowing to remotely control your computer, but also what other security risks might be involved. A reputable IT provider will not mind answering these questions before gaining access to your computer.