There are two types of remote support , each with its specific characteristics and advantages to take into account. Let’s see them in detail.
- Remote assistance attended
In attended remote support , an agent works with the user in real time to diagnose and resolve the problem Remote Managed Services. To do this, a remote connection is required between the technician and the victim’s PC, to control the system, run diagnostics and perform the necessary repairs or configurations.
This option is ideal for dealing with complex problems in which the agent interacts with the user and collects additional information. It also allows the technician to demonstrate and educate the person on how to perform certain tasks or avoid similar problems in the future.
- Unattended remote assistance
Unattended remote support , on the other hand, allows the agent to access and resolve issues on the user’s PC without their involvement. In this case, remote support software is required pre-installed on the person’s machine so that they can access the system from a different geographic location.
This type of support is ideal for providing proactive IT support practices as well as routine maintenance tasks such as software updates, backups, and security patches.
Additionally, it is useful for troubleshooting issues that do not require user intervention or attention, such as server outages or network outages.