Endpoint Management | System Administration

Modern remote maintenance: The user’s direct line to IT assistance

19. March 2024, Avatar of William FendtWilliam Fendt

Despite the importance of IT admin know-how for providing smooth and reliable digital workflows, some end users avoid direct contact with their IT teams. Users often associate IT contact with text messages containing complicated arcane instructions they don't understand, accompanied by escalating e-mail exchanges. The solution: fast, secure and efficient remote maintenance via the cloud! 

In short

  • End users often dread receiving what they see as complicated instructions from IT admins when they have PC problems.
  • Cloud-based remote maintenance tools instead enable IT admins to offer fast, secure and direct solutions and support to users regardless of user or device location. 
  • Modern remote control applications can be seamlessly integrated with helpdesk systems and provide a high level of data protection.

IT teams form the backbone of every modern company by ensuring that day-to-day computing operations run smoothly. However, the behind-the-scenes work that IT admins perform creates a paradoxical state of tension: they are indispensable but usually unseen and unappreciated by users. Employees generally know that admins make it possible for them to work smoothly. But they often are secretly relieved when they can avoid asking IT for support, or maybe won’t ask at all. 

Straightforward IT support: seamless collaboration from a distance

Users get stressed-out when computer problems interrupt their core work even briefly, let alone for a long time. Problems also seem to occur most often when a user is on a deadline and can’t tolerate any downtime. People also don’t like feeling helpless or incapable when confronting a technical problem they don’t understand. So, it’s not uncommon for many users to struggle in quiet desperation to decipher arcane technical instructions from IT.

Moreover, many IT teams no longer work at the same location as the users they support. Admins can’t simply come to the rescue and help users in a face-to-face conversation. Admins today instead will take what to them is the fastest, most practical path to a solution – sending support instructions via text messages. While classic remote maintenance methods still need the user to complete logins or interact with system or application dialogs, newer remote automated endpoint maintenance tools usually don’t require the user’s active cooperation.

Cloud technology: the problem solver for (almost) all cases

Cloud-based remote maintenance tools can avoid the fear and frustration that users feel when struggling with technical instructions, seldom-used menu selections or knowing where and when to click – or not click. Remote maintenance, also known as remote control, enables admins to resolve endpoint problems much more quickly and efficiently with live maintenance sessions regardless of where they, the user or the PC are located.

Cloud-based remote maintenance tools using encryption to ensure a secure connection are particularly practical. One example is our Remote Desk module, which was developed in collaboration with AnyDesk and is seamlessly integrated into the baramundi Management Suite (bMS). It also is a great example of why we believe that hybrid endpoint management solutions that combine on-prem and cloud capabilities are the future of endpoint management

Promoting a user-oriented service culture

Remote maintenance tools save time and resources while making the everyday use of business computers and networks more efficient, more productive and user-friendly. End users benefit from rapid and effective help with common PC problems so can continue working without disruption. Other benefits of cloud-based remote maintenance include:

Fast and uncomplicated access to target systems

IT admins can support end devices without the need for VPN tunnels or additional applications. End-to-end encrypted connections protect IT interactions, company data and user privacy.

Efficient helpdesk integration

You can get faster transitions from ticket acceptance to problem resolution. For example, our Remote Desk module can be integrated with a helpdesk system as well as our own baramundi Ticketing System. That enables admins to process multiple change, incident and service requests through secure connections directly from within the bMS. In addition, remote maintenance tools often offer the ability to conduct helpdesk sessions on terminal servers and multi-monitor endpoints, integrate live chats, transfer needed files or prevent users from viewing sensitive data or admin password entries during sessions with a privacy mode.

Strong data protection and user privacy compliance

Modern remote maintenance tools can protect user privacy by requiring explicit user consent for each remote maintenance session. Our Remote Desk module only works in “Attended” mode to prevent unattended – and potentially unwanted – IT access to a user system.

Appreciation for the IT team and greater support efficiency

Providing direct IT support via remote tools can increase IT efficiency and promote a robust user-oriented service culture. That can increase user understanding and appreciation of the vital work that admins do every day. Users can literally see how the IT team is helping them with endpoint issues quickly and efficiently while improving the overall reliability of systems used in an increasingly digital workplace. And most importantly, they no longer need to worry about receiving a text message from an IT admin with hard-to-follow technical instructions. Even during times of scarce IT resources, users know that they still have a way to get the fast and direct support they need and want via secure remote live maintenance. 

Cloud technology for your remote support

Want to find out how the baramundi Management Suite can take your ITSM to the next level? Read more about our Remote Desk module and how you can make your IT support even more user-friendly and efficient.

Quick help from a distance: baramundi Remote Desk

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