Use Cases of Remote Access
Remote access is the ability of one or more computers to be controlled independently by a user or users on a different computer, generally in another office, such as a technical support center. Depending on the situation, the help desk may be able to use remote access technology to take control of the mouse and keyboard functions, look through system and operation files, add or delete files, and make changes to system settings or even to the registry.
How is Remote Access Helpful?
The ability of help desk personnel to access a remote system means there is less need for a lay person to try to explain something he or she does not understand, such as an error message. By having the ability to go through files, a technical support operator is able to save a lot of time that might otherwise have been spent explaining to a user where each file or setting is located and what to look for or change in those files or settings. When a computer is malfunctioning, a technical support operator with remote access can run diagnostic software while repeating the actions that brought on the error, in order to quickly and efficiently find out the cause of the problem. In some cases, remote access means that a computer can be fixed without the need for a costly service call to have a technician come out to the site to work on the system. In sum, the history of remote technical support would not be complete without considering the benefits of remote access.
When is Remote Access Used?
Help desks often use remote access when they need to inspect the system configuration of a computer, try to duplicate an error message, install software onto a system without the need for the regular user to download the files, or when they have to make regular system updates to many computers at once. If a tech support person does not understand the nature of the problem, such as when an error message seems unrelated to the actions being performed when it occurred, accessing a system remotely may allow them to get a better picture of exactly what is happening that causes the error. Since the computer user can usually watch the remote operator control their computer, this may allow them to notice an action they took which they forgot to include in their description of the problem. Likewise, the remote operator can have the user perform the task, in order to watch exactly what the user is doing when the error occurs.
If remote keyboard or mouse control are not important criteria for remote access software for your company, then simply viewing a remote desktop screen also carries great benefits for the sake of group collaboration such as online meetings or web conferencing.