Remote access is a useful feature to look for in help desk software. Remote access allows technicians to diagnose and solve problems on computers located in other parts of the building or on the other side of the country. Remote access software can be utilized by IT departments and software vendors.

Remote access can make your customers happy, since they won't have to spend time and become frustrated when trying to get help in fixing their computer problems. Some other reasons to buy remote access help desk software include:

1. Remote IT help desk software reduces costs, since you won't have to have help desk support technicians at each location.

2. The ability to work remotely saves time and means faster problem resolution.

3. Remote access software creates a flexible work environment where technicians and end users can work anywhere.

Action Steps
The best contacts and resources to help you get it done

Check out free software for remote access support

For basic remote control features, consider a free program.

I recommend: UltraVNC is a popular, well-established free program that includes a chat window, file transfer features and browser-based views. The free version of LogMeIn allows access to one computer, but none of the advanced features that are available with the company's other products. Microsoft Remote Desktop is built into Windows XP and above and is a free, simple way to connect to remote computers. The program can be downloaded from Microsoft for versions below XP,.

Look into fee-based remote help desk software programs

Some programs offer more features than free programs. With most of these programs, the customer can open a remote session by clicking a website link. There is no need to install programs on the remote computers.

I recommend: Advantig's DualDesk offers various levels of control, from viewing to administration of remote computers. There is a one-time fee when you purchase the system. Linktivity from Inter-Tel allows technicians to manage several support requests simultaneously for a fixed price. For a monthly fee, Cisco's Webex, a popular provider of online remote solutions, allows a customer to click a link on your website to access remote support. One feature of Instant Housecall is the ability to enter and view an incident history and previous resolutions.

Find remote support software with special features

Some software programs include special features that aren't available elswehere.

I recommend: Techinline offers remote access software with affordable pay-per-use billing. LogMeIn Rescue is the first solution to provide remote support to smart phones.

Get integrated system software for remote access IT help

A help desk appliance integrates seamlessly on your network and includes advanced help desk features.

I recommend: The RemoteCall Appliance from RSupport is a secure system that supports users on a network. The KBOX from Kace Systems Management integrates with LAN services and includes help desk, patch management, inventory and other features.

Outsource your IT department with remote support software

If you can't afford your own IT department or need advanced support on occassion, consider contracting with a company that uses remote access software to provide support to your users.

I recommend: Harmony Digital offers remote support through a contract or per hour. RemoteSupport charges a one-time fee for the type of service provided, including backup, sofware installation and diagnotics.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  When choosing remote desktop support software, find out if it will work with your firewall and security plan. Using some types of software reuires opening a port on your firewall. Make sure that this won't cause security issues and that the connection is secured with a password and other measures.