{"id":13713,"date":"2022-11-10T09:39:33","date_gmt":"2022-11-10T09:39:33","guid":{"rendered":"https:\/\/www.realvnc.com\/?post_type=blog&p=13713"},"modified":"2024-02-19T16:50:12","modified_gmt":"2024-02-19T16:50:12","slug":"4-ways-simplify-service-desk-remote-access","status":"publish","type":"blog","link":"https:\/\/www.realvnc.com\/en\/blog\/4-ways-simplify-service-desk-remote-access\/","title":{"rendered":"4 Ways to Simplify Service Desk Remote Access"},"content":{"rendered":"\t\t
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The typical age-old service desk call involving an application or operating system issue inevitably involves the support tech needing to remotely access the device. But with the disparate mix of devices in use, connection methods, privileges accessible, and agent installation requirements, it\u2019s probably safe to guess that your service desk\u2019s support techs aren\u2019t as productive as they could be when using remote access<\/a>.<\/p>\n

To keep the cost of support down (and user productivity high), it\u2019s necessary for organizations to look for ways to simplify the support desk\u2019s use of remote access.  The goal is something as simple as selecting the device to be accessed from a list and then pressing the \u201cAccess\u201d button; that just isn\u2019t the case today in a lot of support desk calls.<\/p>\n

So, how can you simplify the service desk\u2019s use of remote access?<\/em><\/p>\n

There are four ways I can see organizations helping their service desk operations by looking at the remote access solution used and its capabilities.<\/p>\n

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  1. Use a Remote Access Solution That Gives You Options<\/a><\/li>\n
  2. Make Obtaining Elevated Privileges Easy<\/a><\/li>\n
  3. Support Remote Access to (Almost) Every Device<\/a><\/li>\n
  4. Unify Your Remote Access<\/a><\/li>\n<\/ol>\n

    Let\u2019s take a look at all of them.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    1. Use a Remote Access Solution That Gives You Options<\/strong><\/li><\/ol>

      Not every service call that involves remote access goes the same way between the time the support tech decides to remote access a user\u2019s device and when they make a connection.\u00a0 Device settings, firewalls, VPN connections, outdated agents on devices, and more all stand in the way of what should be point-and-click for the support tech to establish a connection. Requiring the help of the user to first determine why a remote access connection can\u2019t be made, and then helping the service desk tech to get remote access working obviously isn\u2019t the way this is supposed to work. Additionally, in some cases, the user isn\u2019t available to assist with a connection when the support ticket comes up to be addressed either.\u00a0<\/p>

      This kind of practical roadblock to tech productivity can be solved with remote access solutions that provide more options than just selecting the device and pressing a button to remotely access it. The right kind of remote access solution is the one that provides some additional ways that a connection can be established, including:<\/p>