{"id":1667,"date":"2020-03-09T11:29:53","date_gmt":"2020-03-09T07:29:53","guid":{"rendered":"https:\/\/www.techxmedia.com\/?p=1667"},"modified":"2025-04-18T00:01:36","modified_gmt":"2025-04-17T20:01:36","slug":"critical-remote-capabilities-modern-service-desk","status":"publish","type":"post","link":"https:\/\/techxmedia.com\/en\/critical-remote-capabilities-modern-service-desk\/","title":{"rendered":"6 critical remote capabilities for the modern service desk"},"content":{"rendered":"\n

By Karl Lankford, Director \u2013 Solutions Engineering, BeyondTrust<\/strong><\/p>\n\n\n\n

IT help desks face an increasingly complex support\nenvironment, requiring flexible remote support options that scale, adapt, and\ncontinue to meet rigorous security requirements. Whether you\u2019re a small IT\nbusiness owner or part of a large enterprise organization\u2019s technical support\nteam, choosing the right remote support software is pivotal to the productivity\nand security of your service desk.<\/p>\n\n\n\n

But that is easier said than done. Today, IT\nprofessionals seeking remote support software should not only be looking for a\nsolution that helps them troubleshoot technical problems, but also one that\nbolsters remote access security, is easy-to-use for technicians, enhances the\ncustomer experience, and fits into their existing infrastructure.<\/p>\n\n\n\n

Broad Platform Support<\/strong><\/p>\n\n\n\n

Modern remote support solutions should enable\ntechnicians to provide support regardless of either their platform or the\nend-user\u2019s platform. When support technicians are on the go, they should be\nable to seamlessly provide support via their mobile device. Sometimes support\ntechnicians need to quickly connect through a web browser, such as Chrome. In\nthese instances, having an HTML 5-based console can be particularly beneficial.\n<\/p>\n\n\n\n

The broader the platform support, the better you\nwill be able to standardize support using a single tool to improve incident\nhandling time, technician productivity, and reap other efficiencies.<\/p>\n\n\n\n

Collaboration<\/strong><\/p>\n\n\n\n

Support systems should come with intelligent\ncollaboration features that are central to the customer support experience and\nhelp drive faster incident resolution.<\/p>\n\n\n\n

These capabilities should include ability to\nprovide chat support, define escalation paths, enable screen sharing and remote\ncamera sharing with live streaming, provide canned scripts, scale management of\nunattended access, enable troubleshooting beneath the operating system, allow\nsecure access to the command line for troubleshooting, security and auditing,\nprovide access to the remote registry editor on Windows PCs without\ninterrupting the remote customer or requiring screen sharing, allow secure\nusage on remote networks without requiring VPN tunnelling or firewall changes,\ncreate and administer surveys to employees and customers and kill processes and\nuninstall programs on remote PCs or mobile devices. <\/p>\n\n\n\n

Integrations<\/strong><\/p>\n\n\n\n

You’ve already invested in solutions for your\nservice desk or support center to more efficiently track issues and end-user\nrequests. Your remote support software should fit seamlessly into your\nenvironment and unlock synergies with the other solutions in your ecosystem. <\/p>\n\n\n\n

Remote support solutions that come with\nout-of-the-box integrations for the leading ITSM, CRM, and systems management\nsolutions reduce administrative burden. <\/p>\n\n\n\n

Powerful remote support and ITSM integrations\nenable organizations to deliver services more efficiently, reduce demand on\noperations, and manage processes, workflows, and service experiences. For a\nseamless incident resolution and management process, your technicians should be\nable to launch a remote support session directly from the support ticket or\nchange record, automatically update tickets with details from the support\nsession, and include the chat transcript and session recording in the ticket.\nThis requires integrating your remote support tools with your incident and case\nmanagement systems. <\/p>\n\n\n\n

The higher the interoperability and the stronger\nthe integrations of remote support with the rest of your service desk, the\nbetter the experience for both your service desk people and its customers.<\/p>\n\n\n\n

Security, Auditing and Compliance<\/strong><\/p>\n\n\n\n

As remote work has increased, so too has the number of data breaches through point-to-point remote access tools like pcAnywhere, RDP, VNC, and free non-secure access tools. The limited use cases for these tools are frequently stretched beyond what is safe or efficient and their security<\/a> features (or lack thereof) should be a red flag. Problems with these tools are manifold. The most pressing shortcomings are the dangerous lack of visibility into remote access sessions and the inability to apply the principle of least privilege for access. <\/p>\n\n\n\n

Service desk technicians are often required to use\nadmin credentials with elevated privileges to resolve support issues. Although\nprivileged account credentials are a common target for hackers, credential\nmanagement best practices are commonly sacrificed trying to quickly resolve\nissues. In fact, many service desk teams share and store credentials in plain\ntext. It\u2019s imperative to provide technicians with the credentials and\nauthentication they need quickly for expedited access to IT systems, while\nalways enforcing credential management best practices. <\/p>\n\n\n\n

Today\u2019s threat environment and regulations demand\nthat enterprises be able to identify and record the who, what, where, and when\naround remote access activities. These are questions only the best\nenterprise-class remote support tools are purpose-built to answer. Yet, even\namongst enterprise tools, there can be substantive differences in security\nmaturity and capability completeness. <\/p>\n\n\n\n

Whether you\u2019re subject to PCI, ISO, GDPR, NIST, or\nother stringent regulations, the right solution should help you easily produce\nthe detailed attestation reports to prove compliance. Security features that\nsupport those measures include advanced encryption, least privilege enforcement\nand granular control of access to sensitive data (such as PII), audit logs, and\nrecordings of all sessions.<\/p>\n\n\n\n

Branding and customization<\/strong><\/p>\n\n\n\n

Support customers can be wary about allowing a\nremote connection to their devices. One important way for support organizations\nto reinforce positive brand awareness and foster trust is by branding and\ncustomizing the support experience for their customers. Ideally, your remote\nsupport solution should allow you to create custom portals for each customer,\ngroup, and\/or product your users support.<\/p>\n\n\n\n

Flexible Deployment Options<\/strong><\/p>\n\n\n\n

Seek out a solution that offers the deployment and\nlicensing options that best fit the needs and requirements of your\norganization. Common deployment options include cloud subscriptions as well as\nphysical and virtual appliances. Some vendors may offer only a single option.\nOther vendors may offer several options. However, sometimes capabilities and\nfeatures may vary or be lacking across different deployment scenarios from the\nsame vendor, so verify that the deployment model you choose includes the features\nand capabilities that you expect. <\/p>\n\n\n\n

There are many different remote support use cases,\nbut no matter who or what you are supporting, remote support technology users\nwant a solution that is easy to use, reliable, and secure. The right remote\nsupport solution enables users to quickly access and fix nearly any remote\ndevice, running on any platform, located anywhere in the world. It should also\nprovide absolute visibility and control over internal and external remote\naccess, secure connectivity to managed assets, and a complete, unimpeachable\naudit trail for compliance.<\/p>\n","protected":false},"excerpt":{"rendered":"

IT professionals seeking remote support software should not only be looking for a solution that helps them troubleshoot technical problems, but also one that bolsters remote access security, is easy-to-use for technicians, enhances the customer experience, and fits into their existing infrastructure.<\/p>\n","protected":false},"author":8,"featured_media":1669,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1595,9621],"tags":[780,570,781,347,779,778,777],"contributor":[],"class_list":["post-1667","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cybersecurity","category-emerging-technologies","tag-auditing","tag-beyondtrust","tag-branding","tag-collaboration","tag-integration","tag-platform","tag-solutions_engineering"],"featured_image_src":"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/03\/Karl-Lankford-Director-Solutions-Engineering-BeyondTrust-e1586167420606.jpg","author_info":{"display_name":"Rabab","author_link":"https:\/\/techxmedia.com\/en\/author\/rabab\/"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/1667","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/comments?post=1667"}],"version-history":[{"count":0,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/1667\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media\/1669"}],"wp:attachment":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media?parent=1667"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/categories?post=1667"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/tags?post=1667"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/contributor?post=1667"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}