Remote Desktop Software enables users to connect to a system in another location without physical presence. This helps resolve issues or make any changes in the desktop. The user can interact with the desktop as if it is near him. This feature also enables users to manage the system in the client location. This feature is enabled through the internet and helps users enjoy the freedom of both the systems through screen sharing and providing control to the system. Users can also manage the remote desktop from any location.
1. Unattended Access
As a remote support engineer, you might frequently need to connect to a client’s computer when no one is physically present at the remote end or if you have to help specific customers on a regular basis.
In either case, this is where unattended access comes into play. With this feature, you will not have to disturb the client to grant control every time they need support and repeatedly walk them through the connection process.
Rather, you will enjoy having single-click remote access to the client’s computer at any time.
2. Multi-session Handling
Offering multi-task effectively is the key to providing high quality remote support. Unfortunately, various remote desktop software providers have placed certain restrictions on the number of support sessions you can run instantaneously.
Here is when remote desktop software enables you to run as many sessions as you need to and conveniently switch between them in the process.
3. Multi-window Control
The capability to open multiple remote desktop control windows is possible when you need to support several users simultaneously.
Remote Desktop Software lets you easily switch between a number of remote-control windows, and also transfer files from one remote desktop to another by using the built-in drag-and-drop file transfer feature.
4. In-built Chat
Instant messaging is widespread nowadays, and remote tech support is no exception to it.
As soon as the remote connection is established, the in-built chat will let you and your client exchange messages and stay updated on what is going on at the remote end without requiring to call or send an email every time a new issue arises.
5. File & Clipboard Transfer
This is an important feature, as you frequently need to install applications or replace an outdated or corrupted configuration file on the remote computer.
The clipboard sharing feature is crucial for tasks such as copying scripts or commands to the remote computer or an error message from the client’s computer.
You would have to rely on third-party tools or email communication in the absence of the file sharing capability. This may significantly interrupt or delay the support session and incident resolution.
The built-in file and clipboard sharing ability is crucial for enabling delivering an effective level of technical support to your client.
6. Auto Reboot & Reconnect
Auto reboot & reconnect is one of the key features in a best remote desktop software. A reboot helps bring the computer to a fairly clean state by clearing caches, browsing history, flushing the memory, and thus giving you the opportunity to start anew.
This “clean-sheet” is frequently required if a computer’s performance is instable or requires repair, which makes the auto-reboot a critical function during a technical support session.
Additionally, technicians frequently install software patches and updates that need a reboot afterwards. Without a remote reboot function, such tasks would then require the termination of the support session and a new session required to be started following each reboot.
7. Restart in Safe Mode
Sometimes a computer may be extremely infected to a point where it can function only in the safe mode.
Rebooting the remote computer into the safe mode and then running antivirus software to cure infected files helps to easily reach the starting point.
8. Log Off/Log On & Switch User
The ability to log on as a different user on a remote system is helpful when you need to work on machines with multiple Windows user accounts. You may come across such a scenario on shared computers within an organization where multiple users can work only under their individual Windows accounts.
With the log off/log on feature, you can install software or updates for each individual remote user. Else, you would be required to start a new session under every Windows user, which would significantly delay and complicate the job at hand.
This feature is also useful if you need to perform numerous operations that need admin rights. It will enable you to connect to a restricted user account and then raise to the admin account in order to complete administrative tasks, such as installing software or changing settings that affect other users.
9. Two-way Desktop Sharing
If you are working as a remote support engineer for a software provider, you need to instruct users on your company’s product and its benefits, the two-way desktop sharing feature would be of great use here, as it allows you connect to a remote computer screen, or share your own screen with just one or even with multiple clients at once.
While two-way screen sharing is crucial, it is not enough for complete user experience during online demonstrations. Moreover, you will perhaps need to help your customers better understand your instructions, and here is when whiteboard tools such as laser pointer and pencil are helpful.
10. Multi-monitor Navigation
If your work is to remotely support designers or coders, or if you have a multi-monitor arrangement in the office and need to access your machine from home, then multi-monitor navigation would be of great help.
Multi-monitor Navigation enables you to easily view and navigate through any number of screens connected to a remote computer.
11. Remote Screen Scaling
Remote screen scaling enables you to work on a remote machine that has a larger or smaller screen resolution than yours. It allows you to choose between three scaling options to adjust the remote-control window based on the remote user’s screen resolution settings, or as per your own preferences.
12. Session Usage Reporting
Session usage reporting is another vital feature if you function a one-man tech support business. It will allow you to keep track of your own work, or if you are a manager of a large organization’s helpdesk team, this feature will support you stay on top of how and when your software is being used.
13. Video Session Recording
Video session recording enables you to log your remote support sessions, providing the option to record and store them for future demo and education purposes which adds to its usefulness.