What is Remote/ Virtual Support?
Remote or virtual support refers to the provision of assistance, troubleshooting, or technical support to users or clients without the need for physical presence. This support can be delivered through various means, leveraging technology to bridge the gap between the support provider and the end user. Here are some common forms of remote/virtual support:
- Phone Support: Support technicians assist users over the phone, guiding them through troubleshooting steps or providing information to resolve issues.
- Chat Support: Support is provided through text-based communication, often using chat interfaces on websites, messaging apps, or dedicated support platforms.
- Email Support: Users can email their issues or questions, and support staff respond with guidance, solutions, or additional information.
- Remote Desktop Support: Technicians access the user’s computer or device remotely to diagnose and resolve issues. This often involves the use of specialized software that allows the support personnel to view and control the user’s screen.
- Virtual Meetings/Video Conferencing: Support sessions are conducted through video calls, allowing for more interactive and visual communication between the support provider and the user.
- Self-Service Portals: Users can access knowledge bases, FAQs, and other resources online to find solutions to common issues without direct assistance from support staff.
- Ticketing Systems: Users submit support tickets detailing their issues, and support teams prioritize and address these tickets in a systematic manner.
Remote support has become increasingly important in the digital age, enabling organizations to provide efficient and timely assistance to users across different locations. It helps reduce downtime, cuts travel costs, and improves overall customer satisfaction. Technologies such as remote desktop software, collaboration tools, and secure communication platforms play a crucial role in facilitating effective virtual support.
In information technology, 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.
Remote access refers to the ability to access a computer, such as a home computer or an office network computer, from a remote location. This allows employees to work offsite, such as at home or in another location, while still having access to a distant computer or network, such as the office network.
We Use for Remote Support
Team Viewer
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Team Viewer is proprietary computer software for remote control, desktop sharing, online meetings, web conferencing and file transfer between computers. More Wikipedia
AnyDesk
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AnyDesk is a proprietary remote desktop tool distributed by AnyDesk Software GmbH. The software program facilitates remote access to personal computers running the host application, which can be installed on Windows, mac OS, Linux and FreeBSD. More Wikipedia
Real VNC
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Real VNC is a company that provides remote access software. Their VNC Connect software consists of a server and client application, which exchange data over the RFB protocol to allow the Viewer to control the Server’s screen remotely. Wikipedia
The Remote Desktop Connection
The Remote Desktop Connection Wizard
The Remote Desktop Connection wizard window will open. If you would like to share resources with the remote computer, expand the Options section.
Click on the Local Resources tab. …
A list of your drives will appear. …
Select the General tab and enter the IP address of your server in the Computer text box.