Dictionary

Remote Diagnostic Software

Allows support technicians to diagnose user issues without physically being at the site; software usually bundles a number of tools to help resolve the issues without much or any customer participation. This would be especially useful when the end-user is out of reach of any in-person service technician. Policies and procedures, goals and security vary among businesses and industries, but management software can help most businesses gain and keep control of many aspects of IT systems, Help/Service Desk, and network computers. This type of software has become more readily available outside of the help desk or service desk software markets, such as Remote Desktop Connection (provided for free with Windows) or GoToMeeting / GoToAssist, which are web based solutions for controlling a remote computer. Many other similar solutions exist for minimal cost, based upon the user’s needs.

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