What is remote desktop support (and how can MSPs implement it)?

Without a doubt, remote desktop support has transformed the way managed service providers (MSPs) cater to their clients. From troubleshooting and issue resolution to seamless end-user support, the adoption of remote desktop support has become imperative for MSPs aiming to stay ahead in the dynamic world of managed services.

In this post, we'll not only define what remote support entails but also provide actionable insights into how MSPs can effectively implement and integrate this technology into their operations. By understanding the core principles and best practices, MSPs can harness the power of remote desktop support and remote monitoring and management tools (like Acronis Advanced Management) to improve efficiency, reduce response times and ultimately elevate the overall client experience.

What this article will cover:

●      How remote desktop support works: A step-by-step guide.

●      Why do MSPs need remote desktop support?

●      Benefits of implementing remote desktop support for MSPs.

●      Implementing remote desktop support: A practical guide for MSPs.

●      Optimizing remote desktop support for MSPs.

●      Pros and cons of remote desktop support and RMM.

●      Remote desktop vs remote assistance — what are the main differences?

●      Remote desktop protocols explained.

●      Remote desktop access software for a high functioning MSP.

●      Security considerations for remote desktop support.

●      How MSPs are leveraging remote desktop support for success.

Remote desktop support refers to a technology that allows IT professionals or support teams to access and control a user's computer or device from a remote location. This capability is particularly valuable in the field of IT support and managed services, as it enables technicians to troubleshoot issues, perform maintenance tasks, and provide assistance to users without being physically present at the location of the device.

Remote desktop support works through a step-by-step process that involves establishing a secure connection between the technician's computer and the user's device. Here is a guide outlining the key steps in how remote desktop support works:

Initiating the connection:

●      The process begins with the user seeking assistance and granting permission for remote access to their device.

●      The technician uses remote desktop support software to initiate a connection. Common tools include Acronis Cyber Protect Connect or Microsoft's Remote Desktop.

Authentication and security:

●      To ensure security, the user may be required to provide a unique access code or password generated by the remote desktop support software.

●      Many applications also use encryption protocols to secure the communication between the technician and the user's device.

Establishing a connection:

●      Once authenticated, the remote desktop support software establishes a secure connection between the technician's computer and the user's device.

●      This connection allows the technician to view the user's desktop, control the mouse and keyboard, and interact with the device as if physically present.

Navigating the user interface:

●      With the connection established, the technician gains real-time access to the user's desktop.

●      They can navigate the operating system, open applications, and observe or manipulate files and settings.

Troubleshooting and issue resolution:

●      The technician can identify and address technical issues by diagnosing problems, making configuration changes, or installing and updating software remotely.

●      Communication between the technician and the user is often facilitated through chat or voice call features within the remote desktop support software.

Closing the connection:

●      Once the support session is complete, the technician can disconnect from the user's device.

●      Users typically retain control over their device and can monitor the actions performed during the remote session.

Post-session communication:

●      Technicians may provide users with summaries of actions taken, resolutions achieved and guidance for preventing or addressing similar issues in the future.

Managed service providers (MSPs) benefit significantly from using remote desktop support for several reasons:

Remote desktop support allows MSPs to troubleshoot and resolve issues without the need for physical presence at the client's location. This efficiency results in quicker problem resolution and reduced downtime for their clients.

Eliminating the need for on-site visits reduces travel costs and associated expenses. MSPs can deliver support to clients located anywhere in the world, enhancing the cost effectiveness of their services.

Remote desktop support enables MSPs to provide round-the-clock assistance. Technicians can access client devices from anywhere, allowing for timely responses to issues, even outside regular business hours.

MSPs can perform routine maintenance tasks, updates, and system checks remotely. This proactive approach helps prevent potential issues, ensuring the smooth operation of clients' IT infrastructure.

Remote desktop support scales easily to accommodate a growing number of clients. Managed IT providers can efficiently manage and support multiple clients simultaneously, making it a flexible solution for businesses of various sizes.

Clients benefit from the convenience of receiving support without the need to wait for on-site visits. This leads to improved client satisfaction as their technical issues are addressed promptly and efficiently.

MSPs can use remote access tools to centralize their support operations, managing multiple clients from a single location. This multitenant approach enhances control, coordination, and the overall effectiveness of the support services provided.

Many remote desktop support tools employ advanced security measures, such as encryption and multifactor authentication, to ensure secure remote connections. This helps safeguard sensitive client data during support sessions.

MSPs can use remote desktop support for training sessions and collaborative efforts. Technicians can guide clients through processes, demonstrate solutions and work collaboratively on projects without physical proximity.

Offering remote desktop support is a competitive advantage for MSPs. Clients often prioritize service providers who can deliver fast, efficient and cost-effective support, which remote desktop support enables.

As managed service providers (MSPs) and the IT channel continue to evolve, the implementation of remote desktop support has become paramount. This practical guide is designed to empower MSPs with actionable insights into successfully integrating remote desktop support into their solution stacks.

1. Assessing infrastructure and compatibility:

Begin by evaluating the existing infrastructure to ensure compatibility with remote desktop support solutions. Consider factors such as network bandwidth, security protocols, and hardware requirements to guarantee a seamless implementation.

2. Choosing the right remote desktop support tool:

Select a reliable and secure remote desktop support tool that aligns with the specific needs of your clients and your MSP business. Evaluate features such as encryption, multifactor authentication, and scalability to ensure optimal performance.

3. Security measures and compliance:

Prioritize security by implementing robust measures to safeguard remote connections. Adhere to industry compliance standards and regulations to protect sensitive client data during remote support sessions.

4. Training and onboarding:

Train your support team on the effective use of remote desktop support tools. Ensure they are proficient in initiating connections, troubleshooting issues, and providing excellent customer service remotely. Onboard clients by communicating the benefits and security measures of remote support.

5. Establishing standard operating procedures (SOPs):

Develop SOPs for remote desktop support to create consistency and efficiency in your operations. Define protocols for issue resolution, communication with clients and post-support documentation to streamline processes.

6. Client communication and expectations:

Clearly communicate the implementation of remote desktop support to clients. Set expectations regarding the remote support process, including security measures, timing, and the level of access granted during support sessions.

7. Proactive monitoring and maintenance:

Leverage remote desktop support for proactive monitoring and maintenance tasks. Schedule regular check-ins, updates, and system optimizations to prevent issues before they impact clients, showcasing the proactive nature of your MSP services.

8. Integration with ticketing systems:

Integrate remote desktop support tools with your ticketing system for seamless issue tracking and resolution. This integration ensures that all client interactions are documented and can be efficiently managed.

9. Scalability planning:

Plan for scalability to accommodate the growth of your client base. Ensure that your chosen remote desktop support solution can scale to meet the demands of an expanding MSP operation.

10. Continuous improvement:

Regularly review and assess the effectiveness of your remote desktop support implementation. Gather feedback from clients and your support team to identify areas for improvement and implement updates to enhance the overall support experience.

Optimizing remote desktop support for managed service providers (MSPs) involves implementing best practices to ensure efficiency, security and client satisfaction. Here are key best practices to consider:

Select a reliable and feature-rich remote desktop support tool or RMM solution that aligns with the specific needs of your MSP. Look for encryption, multifactor authentication and scalability to ensure secure and efficient connections.

Implement stringent security measures to protect remote connections. Utilize encryption, strong authentication methods and comply with industry standards and regulations to safeguard client data.

Clearly communicate with clients about the remote support process, including security measures, timing and access levels during support sessions. Set expectations to foster transparency and trust.

Provide comprehensive training for your support team on using remote desktop support tools effectively. Ensure technicians are proficient in troubleshooting, customer communication and security protocols during remote sessions.

Develop SOPs for remote desktop support to establish consistency and efficiency. Define protocols for issue resolution, client communication and documentation to streamline processes.

Leverage remote desktop support for proactive monitoring and regular maintenance tasks. Schedule automated check-ins, updates and system optimizations to prevent issues before they impact clients.

Integrate remote desktop support tools with your ticketing system for seamless tracking and resolution of issues. This integration ensures that all client interactions are documented and can be efficiently managed.

Be mindful of bandwidth usage, especially in remote support situations. Optimize settings to balance performance and bandwidth consumption, ensuring a smooth experience for both technicians and clients.

Develop a knowledge base that includes common issues, troubleshooting steps and best practices for remote support. Arm your technicians with resources to enhance their problem-solving capabilities.

Periodically review and update your remote support policies and procedures. Stay informed about the latest security standards and technologies, and adapt your practices accordingly to address emerging threats.

Provide training resources to clients on how to initiate and participate in remote support sessions. Educate them on the security measures in place and how remote support benefits their overall IT experience.

Actively seek feedback from clients regarding their remote support experiences. Use this feedback to identify areas for improvement and enhance the quality of your services.

By incorporating these best practices, MSPs can optimize their remote desktop support operations, delivering efficient and secure services that contribute to client satisfaction and the overall success of the MSP business.

Pros:

●      Efficiency: Remote desktop support allows for quick issue resolution without the need for on-site visits, leading to increased efficiency in troubleshooting and problem solving.

●      Cost effectiveness: MSPs and IT teams can save on travel costs and time associated with on-site visits, making remote support a cost-effective solution.

●      24/7 accessibility: Technicians can provide support anytime, anywhere, offering round-the-clock assistance and minimizing downtime for clients.

●      Scalability: Remote support scales easily to accommodate a growing client base, making it suitable for MSPs managing multiple clients simultaneously.

●      Proactive maintenance: MSPs can perform routine maintenance tasks and updates remotely, reducing the likelihood of issues and ensuring a more stable IT environment.

●      Client convenience: Clients benefit from timely support without the inconvenience of waiting for a technician to physically arrive, improving overall client satisfaction.

●      Centralized management: Support operations can be managed centrally, allowing managed service providers to efficiently handle multiple clients from a single location.

●      Security measures: Many remote support tools implement advanced security measures, such as encryption and multifactor authentication, ensuring secure remote connections.

Cons:

●      Dependency on internet connection: The effectiveness of remote desktop support relies on a stable and high-speed internet connection. Poor connectivity can hinder the quality of support.

●      Limited physical interaction: Technicians cannot physically interact with the hardware, limiting their ability to address certain issues that may require hands-on troubleshooting.

●      User permission and trust: Remote IT support requires user permission, and building trust is crucial. Some users may be hesitant to grant access, impacting the support process.

●      Bandwidth consumption: Remote desktop sessions consume bandwidth, and in situations with limited bandwidth, the user experience may be compromised.

●      Hardware and software compatibility: Ensuring compatibility between remote support tools and various hardware and software configurations can be challenging.

●      Potential security risks: While security measures are in place, remote support introduces potential security risks. MSPs must stay vigilant to emerging cyberthreats and vulnerabilities.

●      Technical limitations: Certain tasks may be technically challenging or impossible to perform remotely, especially those requiring physical access to the device.

●      Learning curve for users: Users may need some time to adapt to the remote IT support process, and training may be required to ensure a smooth experience.

Remote desktop and remote assistance are both remote access technologies, but they differ in their primary purposes and control levels.

Remote desktop is geared towards users who want to log in and take full control of a remote system for various tasks, providing an immersive experience as if physically present. It requires user-initiated authentication and is commonly used for tasks like working on office documents or managing servers.

Remote assistance is focused on support scenarios, enabling a helper to view or take limited control of another user's system to troubleshoot issues. It often involves invitation-based access, requires the user's permission, and is commonly used for providing technical support or assistance without assuming full control of the remote desktop.

Remote desktop protocols (RDP) are communication protocols that enable the remote access and control of a computer or device over a network. These protocols define the rules and procedures for the exchange of data between the local and remote systems during a remote desktop session. Two of the most commonly used remote desktop protocols are:

Developed by Microsoft, RDP is a proprietary protocol that facilitates the remote connection between Windows-based computers. It allows users to access the desktop interface of a remote Windows machine over a network connection. RDP is widely used for tasks like remote administration, troubleshooting, and providing support.

VNC is an open-source remote desktop protocol that operates across different platforms. It uses a client-server model, where the VNC server runs on the remote machine, and the VNC client is used to connect to and control that machine. VNC is not tied to a specific operating system and supports cross-platform, remote desktop access.

The basic functionality of remote desktop protocols involves encoding the graphical user interface (GUI) elements, keyboard and mouse inputs, and transmitting them between the local and remote devices. The protocols ensure secure and efficient communication, often incorporating encryption and authentication mechanisms to protect the data exchanged during remote sessions. Users can remotely interact with the desktop, run applications and perform various tasks as if they were physically present at the remote machine. Different remote desktop software and applications leverage these protocols to enable seamless remote access and control, providing flexibility and convenience for users across diverse computing environments.

For an operationally mature managed service provider, the selection and implementation of remote desktop access software become pivotal components of their service delivery model.

An operationally mature MSP would prioritize remote desktop access tools that seamlessly integrate with their existing infrastructure, align with their security standards, and offer advanced features to enhance efficiency.

Such software would typically support secure authentication methods, including multifactor authentication, to ensure robust access control. It should also provide encryption protocols to protect the confidentiality of data transmitted during remote sessions. In addition, the software would likely offer centralized management capabilities, allowing the MSP to efficiently oversee and support multiple clients from a unified interface.

Scalability is key for a growing MSP, enabling them to effortlessly manage an expanding client base. Advanced features such as session recording, real-time monitoring, and integration with ticketing systems contribute to proactive support and streamlined operations.

Ultimately, for an operationally mature MSP, the choice of remote desktop access software is a strategic decision that aligns with their commitment to delivering secure, efficient and scalable IT services to their clients.

To ensure the protection of sensitive data and maintain the integrity of IT systems, security considerations shouldn’t be overlooked when implementing remote desktop support.

Employing authentication mechanisms, such as multifactor authentication, is crucial to verify the identity of users initiating remote connections. Encryption protocols should be implemented to secure the data transmitted between the local and remote systems, safeguarding against potential eavesdropping and unauthorized access. Regularly updating and patching both the remote desktop support tools and the systems involved is essential to address vulnerabilities and strengthen defenses against evolving security threats.

MSPs and IT professionals must establish clear policies for user permissions, limiting access to only what is necessary for troubleshooting or support tasks. Monitoring and auditing remote sessions for suspicious activities can further enhance security, providing insights into potential threats.

Educating both technicians and end users on best security practices, including the importance of secure passwords and recognizing phishing attempts, contributes to a comprehensive security strategy for remote desktop support.

By implementing these measures, organizations can confidently leverage the benefits of remote support while maintaining a robust security posture.

Managed IT service providers are leveraging remote desktop support as a cornerstone of their success by revolutionizing the delivery of information technology services. Through the seamless access and control it provides to clients' systems, MSPs can efficiently troubleshoot, resolve issues, and perform routine maintenance tasks remotely, significantly reducing response times and minimizing downtime for their clients.

This capability not only enhances operational efficiency but also allows MSPs to scale their services effectively, catering to a diverse clientele. The 24/7 accessibility of remote desktop support enables MSPs to provide timely assistance, contributing to high client satisfaction.

By adopting this technology, MSPs can streamline their operations, offer cost-effective and scalable solutions, and position themselves as agile and proactive partners in the ever-changing landscape of managed IT services.

Remote desktop support has helped reshape the landscape of IT services — perhaps more than any other tool in recent history.  The ability to access and control remote systems efficiently has become a cornerstone of operational success for MSPs, enabling them to deliver swift and effective support, reduce downtime and scale their services seamlessly.

This technology not only enhances client satisfaction through timely issue resolution but also contributes to cost effectiveness by eliminating the need for extensive on-site visits. The 24/7 accessibility, coupled with advanced security measures, positions remote desktop support as a must-have solution in the arsenal of any operationally mature MSP.

The modern MSP simply couldn’t exist without advanced remote monitoring and management software. Embracing remote desktop support becomes not just a choice but a strategic imperative for MSPs aiming to stay agile, efficient, and responsive in the dynamic realm of managed IT services.