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Remote Assistance Desktop

Remote assistance allows a technician to provide technical support by viewing and controlling a user's computer remotely, enhancing IT support for remote workers. It offers benefits such as 24/7 availability, faster problem resolution, reduced costs, and improved end-user productivity. In contrast, remote desktop provides full access to a host computer, focusing on productivity rather than support.

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0% found this document useful (0 votes)
9 views3 pages

Remote Assistance Desktop

Remote assistance allows a technician to provide technical support by viewing and controlling a user's computer remotely, enhancing IT support for remote workers. It offers benefits such as 24/7 availability, faster problem resolution, reduced costs, and improved end-user productivity. In contrast, remote desktop provides full access to a host computer, focusing on productivity rather than support.

Uploaded by

ompatel4624
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Remote Assistance

Remote assistance refers to a connection that is intended to provide technical support


from a distance. In this mode, a user who is sitting at his or her computer can invite a
technician to see what is happening on the screen remotely. The remote user receives
an invitation from the host and cannot log in without responding to it.

If allowed within the settings of the host computer, the remote user can also share
control of the host computer, opening files, accessing information and inputting data by
mouse and keyboard. This is extremely helpful for an IT professional who can handle a
problem from a distance by running scans or checking the registry. While this type of
connection originated within the confines of a LAN, remote assistance is now possible
over the internet regardless of the users’ locations.

An important distinction in remote assistance vs. remote desktop is that both the host
user and the remote user are seeing the same screen. Both can take part in the
process.

What Are the Benefits of Remote


Assistance?
One obvious benefit of remote assistance is that IT can better serve remote
workers. They can easily diagnose what might be wrong with a device or
guide someone through their computer setup without discussing it in person.

Availability
Remote assistance can be used at any time from any location. For global
companies, this is key. Their IT teams need to be able to solve problems and
onboard employees across the world — even on mobile devices. Combining a
global IT team and remote assistance makes 24/7/365 support a reality.

Speed
Support and training can involve a lot of back and forth — especially when IT
can’t fully see what’s happening behind the scenes. Sharing control lets IT
see problems firsthand and streamlines communication, accelerating support
and onboarding processes.

Reduced Costs
With remote assistance, your IT team could be remote, eliminating the cost of
office space. It could also minimize field service work orders, reducing travel
time and cost. And typically, remote assistance tools reduce the time IT
spends diagnosing and fixing problems, giving them more time to work on
other pressing tasks.

End-User Productivity
When onboarding is tailored to an individual’s device, and IT has a full line of
sight into technology issues, employees can get up to speed and back to work
faster.

Is Remote Assistance Secure?


Remote assistance is only as secure as the connection it has with the host
computer — which can be compromised depending on where that person is
working.

Remote Desktop
Remote desktop refers to the connection made when a user obtains full access to a
host computer or device from a distance. For example, a user connects to their work
computer from a personal computer at home.

In a typical Windows remote desktop connection, the host computer’s screen locks
when the session begins. Only the remote computer will see any video output. Although
viewed on a remote screen, the host computer does all the processing. The user only
sends keyboard and mouse input, and the host computer only sends back video and
audio output. If someone makes a remote connection and saves a file to a hard drive, it
will be on the hard drive of the host computer and would have to be transferred to the
remote computer when the connection has ended.

A remote desktop connection is mostly about productivity. It allows an employee to


connect to his or her computer and access files from somewhere else in the workplace
or, with some configuring via the internet. In short, remote desktop aims to increase
efficiency whereas remote assistance facilitates technical support.

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