Remote control enables two kinds of remote connections to the managed Windows computers:

1) Remote assistance of Windows users who have requested help from the helpdesk.

2) Remote control of unattended computers, such as servers located in server rooms.

 Remote assistance

After calling to the helpdesk, the Windows users can request remote assistance through a system tray application (see picture 1).

The administrators can start remote control sessions and the end-users can request remote assistance
Picture 1: User can request remote assistance from the system tray application.

After starting the remote assistance, the helpdesk operators can provide support as if they were sitting next to the user. The helpdesk operator and the user are able to chat with each other, and the helpdesk operator can see the screen of the user, and in addition he/she is able to control the mouse and keyboard of the user. In fact, the helpdesk operator is able to control the device almost similarly than he/she would if they were physically present at the user’s computer.

The helpdesk operator can use drawing tools to highlight areas on the user’s desktop, and send the reboot command (ctrl+alt+del) to the target computer if necessary. In addition, there is a possibility for bi-directional file sharing if the helpdesk operator needs to share files with the end-user. Using the session recording feature, it is also possible to record solutions for problems that tend to reoccur from time to time with different users. It is a lot more efficient to provide the users with video than provide them with remote assistance one by one.

Remote control

The remote control option allows the IT operators to establish a remote connection to unattended Windows computers, such as servers running in server rooms. The remote control session always connects to the console session of the target device, and if somebody is logged on the computer, he/she will be asked for permission to control the device. If nobody is using the device, the session is started automatically.

Remote control backed up by IT asset and configuration management

Miradore Management Suite is an all-in-one IT systems management solution, including advanced and seamlessly integrated tools and workflows for managing computers and IT devices through their entire lifecycle with a unified set of tools. As a result, the IT operators always have up-to-date, reliable, and comprehensive inventory and configuration information about the managed devices, for example, if they need to know whether the computer has some program or patches installed. Thanks to that, the IT operators don’t have to disturb the device end-user in order to get the information they need.

In addition, with the help of Miradore Management Suite’s installation package distribution and remote operating system installation tools, the helpdesk operators can perform the needed installations or upgrades automatically without the need for onsite visits or hands-on support.

About security

All remote assistance and remote control sessions are logged in detail. The log stores up to 25 attributes of information about the remote sessions, including for example the following information of all past connections:

  • Session start time
  • Session end time
  • Who was the administrator
  • Who was the device end-user
  • Devices related to the connection
  • Notices

Therefore, it is easy to establish an audit trail whenever necessary.

The system uses SSL encryption in between the remote control clients and the server, and all sessions are authenticated with temporary 128-bit keys in order to ensure top-level security.

At the user interface of Miradore Management Suite, the access to the remote control features and reports is limited to users with sufficient user rights, and the users without required privileges are not able to initiate any kind of remote control sessions.


Customer Praises

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