I’m looking for a solution to provide support in my company internal LAN users and corporat WAN users.?
Question: I’m looking for a solution for my internal help desk support in my company internal LAN and connected branches over WAN.
The solution should be centralied / web based and administrator / technician must get users implecit permission before taken remote control to resolve the complains / issues. some software like VNC, PCanywhere , remote desktop is not required because these tools connect you to any users without thier permission which is against my company policy.
Other features strong reporting, Users Chat option with administrator, users friendly etc.
http://www.logmein.com
There is a product called ITReach which is very nice.
I use it to provide support for customers all over the UK.
There are lots of third party solutions out there. Take your pick. But, before you do, run a test with "remote assistance" rather than remote desktop. It is built into Windows, so the cost is 0. It requires implicit permission by the user and meets most of your criteria. It does have its limits, but if you use it in a test environment for a week or two, you'll have a much better idea of exactly what you want, and need, in a remote support system. THEN you can go shopping third party if you wish. Truth is though, for 90% of what you want, remote assistance will work.
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