Do's and Don'ts The Remote Helpdesk

Lansdell, Jon
March 2004
IT Training;Mar2004, p42
Trade Publication
Giving information technology support staff remote access to computers can save time and money. Remote control tools, which allow helpdesk staff to take control of a user's computer to diagnose and fix a problem from their own desks, have been around for a few years. When an organisation upgrades its operating system or refreshes its hardware, it presents an ideal opportunity to build in remote control access, allowing the helpdesk to access machines throughout the organisation. This article discusses what should and should not be done while implementing a remote helpdesk and how to build up the skills of a successful team. INSETS: Microsoft Systems Management Server;Case study.


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