How proactive remote support keeps IT teams efficient and users uninterrupted
When someone contacts IT with a problem, taking remote control of their screen can often be the quickest way to see what’s happening. But not every support issue needs to start there.
For busy IT teams, being able to investigate a device remotely, gather information and carry out common management tasks can help identify the cause of a problem before interrupting the person using it.
With NetSupport Manager, technicians have access to a range of remote management tools alongside its core remote control capabilities, giving them more ways to investigate and resolve issues across local and remote devices.
Start with the information you need
A support request does not always give IT much to work with. ‘My computer is running slowly’ or ‘this application has stopped working’ could have several possible causes, so understanding the device is often the first step.
NetSupport Manager allows technicians to remotely retrieve hardware and software inventory information, including details of installed applications and hotfixes. This can help establish what is running on a device without asking the user to find technical information themselves.
For IT teams supporting large numbers of devices, having those details readily available can also reduce the time spent moving between different tools simply to understand the machine they are dealing with.
Troubleshoot behind the scenes
Technicians can go further by remotely viewing and managing applications, processes and services running on a device.
For Windows devices, NetSupport Manager also provides access to tools including PowerShell and a remote command prompt, allowing experienced technicians to carry out diagnostic and management tasks without necessarily needing to control the user’s desktop.
Remote registry editing is available too, giving authorised technicians another way to investigate or make configuration changes where appropriate.
Together, these tools mean a remote support session does not have to begin and end with screen control. Depending on the issue, IT may be able to identify the cause and take action while causing much less disruption to the person using the device.
Support devices wherever they are
This becomes particularly useful when IT teams are responsible for devices spread across different offices, sites or remote working locations.
Rather than needing somebody physically present at the device, technicians can use NetSupport Manager to connect across a LAN, WAN or the internet and access the support tools they need from their own workstation.
Devices can also be remotely powered on or off, logged on or off and restarted, helping IT teams complete common support and maintenance tasks without being in front of the machine.
Give IT more ways to solve the problem
Of course, there will always be occasions when seeing and controlling the user’s desktop is the best way to resolve an issue. NetSupport Manager allows technicians to watch, share or control remote screens when that hands-on support is needed.
The difference is that it gives IT teams other options too.
By combining remote control with device information, system management and diagnostic tools in the same solution, technicians can choose the most appropriate way to approach each support request, rather than treating every problem in exactly the same way.
Want to see how NetSupport Manager can help your IT team provide secure remote support and management?
Explore NetSupport Manager or start a free trial today.