BeyondTrust Remote Support allows for instant, secure and reliable remote support for users, both on and off your own network. The solution supports a range of systems, including Windows, Mac OSX, iOS, Android.
Features and options
Chat support
BeyondTrust’s advanced support solutions enable the provision of Click-to-Chat support, which can be extended at any time to screen sharing and take control, without losing contact with the user.
Multi-platform support
The system supports Windows, Mac OSX, Linux, iOS and Android devices. It also supports older devices using RDP, Telnet, SSH and VNC protocols.
Granular permissions and roles
Precise management of teams, users, roles and session settings, allows the principle of least privilege to be applied at the level of access granted.
Active collaboration
With active collaboration between the user and a member of the Service Desk team, problem resolution is much faster. The ability to define an escalation path for the relevant resources allows the right people to be involved in the right activities, while increasing customer satisfaction.
Audit trail with session logging
Analysing the effectiveness of the Service Desk team and recording session activity, allows the audit trail to be traced for security, compliance maintenance and training.
Support from a browser
The HTML5-based Web console allows secure, remote support from any browser, without the need to download additional tools. Service Desk staff can start troubleshooting immediately from any location.
Integrations
The integration of BeyondTrust’s remote support system with ITSM tools such as ServiceNow, external directory services such as Active Directory, as well as with credential management solutions such as BeyondTrust Password Safe, allows the solution to be efficiently implemented in the environment and customised to your own procedures.
Personalisation
The personalised user interface increases the credibility of the service and enhances user confidence, while increasing the security of remote access.
Multiple deployment options
The solution can be delivered in physical, virtual or cloud architecture and flexible licensing models.
Solution features
Advanced tool
Give Service Desk staff an advanced remote support solution to enable them to diagnose and resolve problems quickly and securely.
Service Desk protection
Protect and hold your Service Desk team accountable with built-in support session logging and correlated data. Ensure your Service Desk staff are working efficiently and securely.
Not just remote access
Extend the form of support provided by supporting chat, remote camera sharing, intelligent collaboration and other support functions.
Business benefits
Extensive functionality
- Comprehensive support functions.
- Chat support.
- Camera sharing.
- Support for mobile devices.
Compliance
- Logging of support sessions
- Central repository of all remote support activities.
Optimisation
- Ready-to-use integrations with ITSM solutions.
- Advanced APIs.
