Secure Remote Desktop Support - Bomgar€¦ · The days when Mac and Linux were merely niche...
Transcript of Secure Remote Desktop Support - Bomgar€¦ · The days when Mac and Linux were merely niche...
SECURE DESKTOPSUPPORT WITH BOMGAR
The days when Mac and Linux were merely niche operating systems
are long gone: the current IT landscape must accomodate a number
of platforms and a number of network environments. And as
companies expand, support reps are not always able to physically
visit problem systems, making remote support tools a necessity.
Finally, support must be provided while complying with strict
security measures imposed by both industry best practices and the
federal government.
Some companies still use an assortment of legacy remote access
tools such as VNC and RDP, but these tools are inadequate for
providing support to satellite offices and remote workers outside
the company LAN or WAN. In addition, most of these tools enable
support for either Windows, Mac, or Linux, requiring the help desk
to use a different software and support process for each operating
system in the organization, damaging efficiency.
Attempting to use legacy tools for support also exposes organizations
to the threat of data theft. The 2013 Trustwave Global Security Report
by Trustwave Spiderlabs states, “Remote access remained the most
widely used method of infiltration in 2012. Unfortunately for victim
organizations, the front door is still open.” So how can service desks
effectively support employees without opening the door to hackers?
BOMGAR’S UNIQUE, APPLIANCE-BASED REMOTE SUPPORT
SOLUTION allows you to remotely access and fix nearly any system
regardless of operating system or location, cutting support costs and
increasing employee productivity. Sensitive data is kept behind your
own firewall, simplifying regulatory compliance. That’s why Bomgar has
been chosen by 20 of the Fortune 50, 6 of the top 10 worldwide hotel
groups, 12 of the 15 executive departments of the US government, and
7 of the 20 F500 commercial banks.
BOMGAR COMBINES ROBUST REMOTE SUPPORT CAPABILITIES WITH UNPARALLELED SECURITY.
“Bomgar’s multi-platform solution was the key factor in choosing a
vendor. With one of the only Linux based call centers in the world,
our support reps must have the ability to control a Linux machine
no matter if they are working from a Windows or Mac platform.”
- TECH SUPPORT SUPERVISOR, ZAPPOS.COM
WITH BOMGAR YOU CAN
SUPPORT ALL SYSTEMS AND DEVICES WITH ONE SOLUTION
Bomgar enables you to access and fix nearly any type of remote desktop, on or off the network, no matter where it’s located. With the ability to see
and control the screen or view system information, your support reps will resolve issues more quickly, cutting costs and improving productivity.
*Features and functions vary by platform
In addition to providing support to any system, Bomgar allows reps to provide support from nearly any platform, including Windows, Mac and
Linux systems, plus iPads, iPhones, and Android devices via Bomgar’s Mobile Rep Consoles. And for Windows systems, RDP sessions can be run
through a secure appliance.
EFFECTIVELY MANAGE SUPPORT TRAFFIC
Bomgar enables help desks to implement automatic routing rules that ensure end users are directed to the most qualified representatives from the
start. And when lower-tier reps need assistance, they can broadcast help requests based on issue type and collaborate with specialized support
reps, increasing first call resolution. Bomgar also integrates into your existing incident-handling process, offering pre-built integrations with the
leading service desk, CRM, and systems management vendors.
RESOLVE ISSUES WITH SPECIALIZED TOOLS
Bomgar is designed to enable support reps to directly troubleshoot
remote desktops, eliminating the need to go on-site or talk end users
through solutions over the phone. Bomgar has a toolset tailor made
for common support actions. And with a concurrent user-based
licensing model, support centers purchase licenses for the number of
reps using the software at a time, rather than the number of desktops
needing support.
• UNATTENDED ACCESS: Access unattended desktops on remote
networks and wake sleeping systems within the company LAN
• COLLABORATION: Enable reps to request help from issue
experts for collaborative issue resolution
• DEEP TROUBLESHOOTING: Run command prompts and pre-built
scripts and edit registries without disrupting end users
• INTEGRATED CHAT: Enable end users to initiate an online chat
session without downloading the support applet
No other remote support solution is more tailored to meet the needs of multi-platform organizations than Bomgar. With a concurrent licensing
model and load-balanced multi-appliance architecture capable of supporting up to 10,000 reps, Bomgar is the ideal choice for large, global
organizations. Bomgar has enabled help desks to:
More than 8,500 companies in 65 countries all over the world have chosen Bomgar as their solution for desktop support, including:
To request a free trial of Bomgar please visit www.bomgar.com or contact us at [email protected].
BOMGAR & DESKTOP SUPPORT:A PERFECT FIT
• INCREASE employee productivity by troubleshooting problems
immediately, regardless of location or operating system
• DECREASE support costs by eliminating on-site visits and
shortening call times
• SIMPLIFY cybersecurity and compliance by keeping support traffic
behind the company firewall and security policies
• REPLACE multiple ineffective remote access tools with a
comprehensive, centrally managed solution
• STREAMLINE session management with skill-based routing and
collaboration and integration with service desk tools
• ENSURE reps are using best practices and following security
guidelines by monitoring and recording each support session
P O W E R E D b y S E R V I C E™
©2014 Bomgar, Inc. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners.
C O N T A C T B O M G A R [email protected] I 866.205.3650 (U.S.) I +44 (0) 1628 480 210 (U.K./EMEA) B O M G A R . C O M