Remote Support

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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

 

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Doesn't windows have a built in feature for that?

 

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

 

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.

 

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

Thanks chaps.

 

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.

 

Never used it, but Citrix GoTo Assist ?

 

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.

 

i have this question too in network .