In the field of desktop support there is one application that is more valuable than anything else. This is the remote desktop application. I am able to fix a large majority of the issues simply because I have access to this type of program.
When I am supporting desktops I will always come across issues that require a little more than a conversation over the phone. It may be easy to tell someone to restart a computer or look for a certain application in the start menu. It is much more difficult, however, to tell someone how to go into the registry, change IP address settings or check the event log. Things like this will usually require me to log on and actually view what they are seeing. The best way to do this is through a remote desktop program.
This is a very beneficial program because it allows me to take over. I don't have to sit and rattle off a lot of instructions that the end user may not be comfortable with. To the contrary, I will be able to get onto the system and do exactly what needs to be done.
Everyone that works in desktop support should acquire an application like this. It cuts down on the time that it would take to travel to the site. It also cuts down on traveling costs as well. Most of all, it cuts down on the downtime of the end user. A person that goes down can be down much longer if someone has to drive out to diagnose and resolve problem. When I use remote desktop, however, I know that the issue can be fixed much sooner. This benefits the company and keeps the end user from getting behind in their work load.
These types of programs are also great because they help me monitor and access desktops that may need updates or upgrades. Sometimes the updates run through the network. There are some times, however, when these upgrades may fail. It is better to have access to the remote programs that will help correct these issues.
It can be a real tedious task to support lots of desktops without remote access. This has really made desktop support much easier for small businesses. Any organization that works on a tight budget not able to afford a Spring IT support team would benefit from this. It definitely cuts down on the number of resources that are used.