information technology Information technology (IT) is the use of computers to create, process, store, retrieve, and exchange all kinds of Data (computing), data . and information. IT forms part of information and communications technology (ICT). An information te ...

(IT), remote support tools are IT tools and software that enable an IT technician or a support representative to connect to a remote computer from their consoles via the Internet and work directly on the remote system. Although its main focus is the access to computers located anywhere in the world, the remote support applications also provide features like

file transfer File transfer is the transmission of a computer file through a communication channel from one computer system to another. Typically, file transfer is mediated by a communications protocol. In the history of computing, numerous file transfer protocol ...

desktop sharing Desktop sharing is a common name for technologies and products that allow remote access and remote collaboration on a person's computer desktop through a graphical terminal emulator. The most common two scenarios for desktop sharing are: * Remot ...

file synchronization File synchronization (or syncing) in computing is the process of ensuring that computer files in two or more locations are updated via certain rules. In ''one-way file synchronization'', also called mirroring, updated files are copied from a sourc ...

command line A command-line interpreter or command-line processor uses a command-line interface (CLI) to receive commands from a user in the form of lines of text. This provides a means of setting parameters for the environment, invoking executables and pro ...

or guest accessibility.

Privacy

Privacy is also a major concern for all users. One of the most used tools in remote support sessions are the ones that allow

. It is also possible to provide what is commonly called Unattended Support (the technician is granted total remote access to the client’s computer, even when he is not physically close to it). The need for an absolute trust in these services and providers is considered to be the biggest obstacle for this technology to achieve mass-marketing status – even when many studies indicate that for every 5 technical occurrences, 4 of them could be remotely solved.

Benefits

Remote Support technology tries to reduce helpdesk centers cost-issues – all transport-related expenses are immediately trimmed down, for instance. Modern day technology enables that any technician using Remote Support is able to assist a customer just like it was physically side-by-side. Technologies and tools like live chat,

VoIP Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet t ...

and

enable a direct intervention in the remote system.

References

{{reflist Remote desktop

Privacy

Benefits

See also

References