The pandemic has completely changed the way we work. Whether you\u2019ve moved back into the office or not, remote work has become the new normal and is here to stay. For IT teams who were used to providing only on-site support, they have had to find new and efficient ways to support their remote employees. However, no matter where they work, employees always expect a quick response for support from their colleagues in IT. Why? Even when working in the office, very little can be done if their technology is not functioning correctly. Failure to deliver efficient support can lead to employee frustration, loss of productivity, and may even impact the organization\u2019s bottom line.<\/p>\n\n\n\n
It can be challenging for IT admins to help their end users over the phone even though conferencing tools such as Zoom, Teams, or Webex are now ubiquitous. While they may make it easier to converse, they do not provide any inherent device management capabilities and so IT is reliant on the end user\u2019s account of what is really going on. What a company really needs is a robust remote assistance solution that allows its IT team to connect remotely to an end user\u2019s device so they can identify or assess the problem directly.<\/p>\n\n\n\n
With a solution like this, if an end user is sitting at her computer she can invite her IT technician to see what is happening on her screen remotely when she encounters a technical problem; this can help ensure any miscommunication about the issue or its symptoms is avoided. By helping end users resolve their technical problems quickly with remote assistance, they can get back to work promptly and focus on more important business and tasks at hand. <\/p>\n\n\n\n
In addition, it is not uncommon for many companies, including MSPs, to use heterogenous or free solutions that do not take into consideration the security aspect of keeping a company\u2019s user and resource safe. Or purchasing expensive commercial point solutions that are completely siloed from user and device identity. Having multiple disparate solutions that do not sync with each other could create duplication of resources and effort for IT, leading to inefficiencies and mis-management. <\/p>\n\n\n\n
Although remote assistance might be an answer to many IT help desk tickets, looking for a suitable remote assistance solution is not an easy task. <\/p>\n\n\n\n
One of the main challenges is that many well-known remote assist solutions in the market are focused on Windows only. This is because they rely heavily on proprietary technology like Remote Desktop Protocol (RDP)<\/a> and Virtual Network Computing (VNC)<\/a>. These protocols are not standard (or easily supported) with Mac and Linux devices, and often require relaxing firewall rules or setting up complex Virtual Private Network (VPN) tunneling to account for remote users. In addition, these solutions often require the use of heavy software clients on the admin\u2019s system, which can keep technician\u2019s tethered to their laptops when they are on call and thus hinder their mobility or flexibility to work from anywhere.<\/p>\n\n\n\nJumpCloud Remote Assist <\/h2>\n\n\n\n
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