Remote support
Remote support is the term commonly used to describe IT tools, or services, or software that enable an IT technician or any kind of support representative to connect to a remote computer from their consoles via the Internet and work directly in the remote technological system. Although its main focus is the access to computers located anywhere in the world, the remote support applications also provide features like file transfer, desktop sharing, file synchronization, Command Lines or guest accessibility – mainly used by IT technicians.
Security Issues
Like almost every procedure involving an internet connection, especially when involving a commercial trade (client-provider), security is always a big issue for all the parts involved. All major remote support providers try hard to guarantee that connections between both systems are closed from the outside (the files transferred between them, for instance). “Your security and privacy have always been our priority”;[1] “Security is the priority!”.[2] “several levels of security available to protect the user's privacy and computer data.”;[3] “security includes: protecting the privacy and integrity of your meeting and data”.[4]
Privacy
Privacy is also a major concern for all users. One of the most used tools in remote support sessions are the ones that allow desktop sharing. It is also possible to provide what is commonly called Unattended Support (the technician is granted total remote access to the client’s computer, even when he is not physically close to it). The need for an absolute trust in these services and providers is considered to be the biggest obstacle for this technology to achieve mass-marketing status – even when many studies indicate that for every 5 technical occurrences, 4 of them could be remotely solved.
Benefits
Remote Support technology tries to reduce helpdesk centers cost-issues – all transport-related expenses are immediately trimmed down, for instance. Modern day technology enables that any technician using Remote Support is able to assist a customer just like it was physically side-by-side. Technologies and tools like live chat, VoIP and desktop sharing enable a direct intervention in the remote system.