1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

Remote Support

Discussion in 'Software' started by Jaron78, Oct 22, 2015.

  1. Jaron78

    Jaron78 Megabyte Poster

    674
    95
    92
    I had a very important End User call me yesterday with an issue.

    They were abroad in a hotel (using the Hotel WiFi) and were trying to take part in a Skype Conference call. The headphone Jack on the Laptop wasn't playing sound.

    I asked them to send me a Skype request so I could access their machine but I couldn't connect as they couldn't see the invite.

    To cut a long story short, as I have only been here 6 weeks, I contacted our Service Desk and asked them what they use for remote support. Their response in this case was Nothing. If the user isn't connected to the domain and isn't on Skype, then they are on their own.

    This seemed a bit weird to me so I will be raising it with my Line Manager. Surely there is an application that can be inst
     
  2. Juelz

    Juelz Gigabyte Poster

    Top Poster
    of the Month

    1,179
    186
    176
    Doesn't windows have a built in feature for that?
     
    Certifications: MTA Windows Fundamentals, ITIL Foundation, Apple Mac Integration 10.12
    WIP: MTA Networking Fundamentals| MTA Windows Server Administration Fundamentals
  3. Jaron78

    Jaron78 Megabyte Poster

    674
    95
    92
    That was my argument but apparently we don't support it.
    I was going to use Remote Assistance but its not Secure enough.
     
  4. dmarsh

    dmarsh Terabyte Poster

    3,782
    302
    184
    Stuff I'm aware of :-

    SSH
    VNC
    RDP / Remote assistance
    Join.Me
    TeamViewer
    Skype

    I've used these mainly to support remote development, not in an official support function, so your work may have valid concerns.
     
    Certifications: CITP, BSc, HND, SCJP, SCJD, SCWCD, SCBCD, SCEA, N+, Sec+, Proj+, Server+, Linux+, MCTS, MCPD, MCSA, MCITP, CCDH
    Jaron78 likes this.
  5. Jaron78

    Jaron78 Megabyte Poster

    674
    95
    92
    I will put these forward to our security team for approval.

    Thanks chaps.
     
  6. Apexes

    Apexes Gigabyte Poster

    1,053
    78
    141
    We don't technically support this in our environment either.

    If a user's offsite, they have to be on VPN for us to be able to support them.

    we do have an alternative of webex conferencing, but only few people have these accounts.
     
    Certifications: 70-243 MCTS: ConfigMgr 2012 | MCSE: Private Cloud
  7. dmarsh

    dmarsh Terabyte Poster

    3,782
    302
    184
    Never used it, but Citrix GoTo Assist ?
     
    Certifications: CITP, BSc, HND, SCJP, SCJD, SCWCD, SCBCD, SCEA, N+, Sec+, Proj+, Server+, Linux+, MCTS, MCPD, MCSA, MCITP, CCDH
    Jaron78 likes this.
  8. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

    10,191
    299
    319
    Bit 1990s not having remote support tool is it not?

    Is it ad-hoc connections you need or a client on the laptop so you can connect when needed?
     
    Certifications: MSc MCSE MCSA:M MCSA:S MCITP:EA MCTS(x5) Security+ Network+ A+
    WIP: Exchange 2007\2010
    Jaron78 likes this.
  9. Jaron78

    Jaron78 Megabyte Poster

    674
    95
    92
    Exactly @Sparky
    Director stuck out in Germany and I cant get onto his machine to install software. Madness in this day and age.
    I was thinking a client on the Laptop so at least that way, when they do need support, just a case of dropping a line to me or to Service Desk.
     
  10. ghorbani77

    ghorbani77 New Member

    5
    0
    8
    i have this question too in network .
     

Share This Page

Loading...