Advice on the tool to be used

My institution is having many stations which geographically separated. In addition to this they keeps on increasing this is why, I need advice on tools that can be used to facilitate help desk and user support unit to deliver the needed service easily without making unnecessary movements.

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Comments

Master Of Puppets

Sorry but I'm not entirely sure what you are asking.

maharaliel

I am asking tools or software which are used to manage and support computer's user remotely without physical access. Sorry for the confusing question.

CIO

RDP
VNC
TeamViewer
Pc Anywhere
LogMeIn

BradleyHU

Dameware
SCCM
RDP
Radmin
Teamviewer
Logmein Rescure 123
VNC

Qord

Some form of IPAM (even if it's just current leases)
PsExec
RDP
An MMC console with the right Snap-Ins

LeifAlire

Sccm & rdp

JasonIT

You can also use join.me to access the remote machines to install any of the above mentioned programs if needed. We use TeamViewer and VNC and both a very good for what you are looking for I believe. Both are also free downloads.

J

Cert Poor

Is this help desk for internal employees? I mean, easiest scenario if everyone's on the same network and domain (or at least configure trust if multiple domains) is just make sure some group policies are correct that allow RDP and Remote Assistance, and just use Microsoft's built in RDP/Remote Assistance.

Others have suggested great 3rd party solutions if you have to go across a WAN or if these end-users are external customers.

There's a million too. Bomgar and Citrix and Cisco have their own tools too.

BradleyHU

the problem with join.me is when users are using vista/7/8 and users have the UAC enabled, you can't see that, and they have to be in front of the pc to click on yes or no for you. Also, if there are escalated activities, join.me wont work, the user will have to do the clicking as well...