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BeyondTrust Remote Support Overview

IT help desks face an increasingly complex support environment, requiring flexible remote support options that scale, adapt, and continue to meet rigorous security requirements. Whether you’re a small IT business owner or part of a large enterprise organization’s technical support team, choosing the right remote support software is pivotal to the productivity and security of your service desk.

An audit of the remote support tools in your organization may reveal a mixture of remote access products that are being used for different support scenarios, including:

  • Helping users inside and outside the traditional network perimeter

  • Remotely accessing servers and workstations, and other unattended systems

  • Maintaining network devices (switches, routers, etc.)

  • Supporting a number of platforms, including Windows, Linux, and Mac systems

  • Supporting a wide variety of mobile devices running iOS and Android

  • Facilitating remote access for vendors and other third parties

  • Fixing off-network devices, such as robots, machines, and any other devices not  connected to the Internet

For Remote Support, Less Truly is More

Many service desks use multiple tools for remote support, but technicians can be hampered as they switch between tools for different tasks. Some tools only support a narrow set of systems or platforms and lack advanced integration features. In these instances, your support tool ecosystem can actually stifle innovation and hold your organization back from upgrading to better systems or bringing on new enterprise technologies and applications for fear of integration challenges, increased administrative burden, or heightened cyber risk or compliance exposure.

Simply put, organizations need remote support solutions that can cover an expansive list of use cases, while making your entire service desk experience better.

Not a VPN

Remote support software allows one computer to remotely access and view the screen of another computer or device via an internet connection, specifically to provide support-based functions. These tools can be deployed as SaaS, licensed software, and physical and virtual appliances.

Remote support solutions should give IT support specialists the ability to remotely control systems from almost any computer or mobile device that can access the web, allowing them to support PC- and Mac-based desktops, mobile devices, and other network assets, such as servers and point-of-sale (POS) systems.

Remote support solutions may or may not require client software to be pre-installed on the machine receiving support in order to be accessed by the support technician. They also should not require virtual private networks (VPNs) or open ports to be utilized to make the connection.