How to Use Remote Desktop Software to Provide Practical IT Solutions

There is an increasing popularity in the use of PC remote access, also widely known as ‘remote desktop software’ or sometimes ‘remote access software.’ Once the correct connections have been properly established on a network of computers, one computer can have access to – and take control over – the others using the remote desktop software.

The operators of the main, controlling computer can see a visual representation of each of the other computers on their own monitor, just as though they were sitting in front of it themselves. This enables them to operate that computer from a remote location. They can also choose to simply watch what the operator of that computer is doing. Remote access software has a wide range of practical uses in various everyday situations.

Remote Access Software is probably most popular in a technical support setting. PC Remote Access allows technicians to actively solve customers’ technical problems by taking control of the affected computer and solving the problem, rather than spending extra time talking the customer through the process which, depending on the customer’s own level of competency, can be difficult to explain. It also allows customers to watch how the technician addresses the problem, visually learning how to rectify a repeat occurrence by themselves next time it happens. It has been proven that technical support offered through the use of Remote Desktop Software yields a much greater level of customer satisfaction and is much more efficient.

Remote access software can be utilized by technical support call centers even if they are not dealing with computer support. There are many call centers which offer technical support for cable television, mobile phones and other devices which cannot not be accessed using remote access software. However, many of these call centers still make use of PC remote access in other ways. For example, it is common for a team leader or manager to have access to the computers of his or her support staff team in order to monitor their progress throughout the day.

If a particular technician is resolving a high volume of calls during his or her work day and is scoring well on customer satisfaction, the team leader may choose to monitor that technician to identify how they achieve such high performance. These techniques could then be taught to the rest of the team in order to improve efficiency. In a similar way, the team leader can observe a poorly performing technician to identify why he or she is having a problem.

PC remote access can also be a useful tool for business people who have to travel out of their office. Remote desktop software allows these people to set up a connection between the desktop computer in their office, which contains all of their day-to-day business, and their laptop computer, which travels with them around the country. Remote access software then allows access from the laptop computer to the office computer, enabling the retrieval of documents and files required for meetings elsewhere in the country.

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This entry was posted on Friday, July 1st, 2011 at 3:26 pm and is filed under General, Technology. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.