Remotely access and support any users, desktops, and devices, on or off network with BeyondTrust's seamless, reliable, and secure IT support solutions.
Service desks face an increasingly complex IT support environment. Most remote access tools and technologies just can’t keep up with the expanding set of modern IT support use cases, and they weren't built to address today’s security concerns. This has led organizations to use a patchwork of legacy solutions to meet their combined IT support and security needs. This not only compromises productivity by creating workflow inefficiencies, but it also creates security gaps that threaten your network.
You need fast, reliable IT support solutions that can scale with your organization and enable you to securely support the desktops and devices in your network. BeyondTrust Remote Support provides the most complete and secure solution.
"Given Chili Security’s rapid growth, we estimate that if we hadn’t made the switch to BeyondTrust, we would need four times the employees we have now to service our expanding customer base. BeyondTrust’s automated features make it possible for each technician to handle more jobs, reducing labor costs."
—Michael Hede, Technical Leader at Chili Security
Provides fast remote assistance to any desktop, server, or mobile device, with screen sharing and remote control
Logs all session activity for a complete audit trail, with real-time reporting
Uses chat support to increase support staff productivity and end user satisfaction
Performs remote support on anything your customer can see, including hardware and peripherals
Enables collaboration between technicians, developers, and outside vendors in shared sessions for faster incident resolution
Secures, manages, rotates, and administers shared credentials for privileged users
Integrates with CRM and ITSM tools to unlock powerful synergies and provide a holistic support solution
Helps you satisfy audit and compliance requirements, quickly and effectively
Often, support must be performed on devices, applications, and systems without a human operator present on the support target. In these cases, a certified IT specialist can provide unattended support by remotely gaining access to the piece of equipment or machinery, troubleshooting, and even resolving the issue without requiring a technician on site, or an end user on the device. Unattended support can be used for anything from issuing mass updates to endpoints, to troubleshooting an unattended server, to problem-solving an issue with a piece of machinery at a remote location.
BeyondTrust support enables secure, unattended access capabilities to allow you to provide updates and troubleshooting for a single endpoint or for many.
Having some sort of remote access is non-negotiable for almost every organization’s IT processes. Remote workers, third parties, vendors, and others need to access your systems from outside the firewall. The legacy solution to this challenge was to use a VPN (Virtual Private Network). But some of the most notorious data breaches can be traced directly to VPN exploitation.
VPNs present a constant security challenge for infosec teams. VPNs act as both a front door and backdoor to your critical data and applications, and are also entry points into the administrative back-ends of systems. As such, VPNs attract considerable attention from hackers--and pose considerable risk to your organization. Organizations need a secure alternative to providing remote access.
BeyondTrust works through firewalls without VPN tunneling, so your perimeter security can remain intact. All session traffic and data in-transit is encrypted, and BeyondTrust logs and records each remote session for a detailed audit trail. BeyondTrust offers more than 50 separate permissions, so that you can fine tune the level of access and we integrate with your existing directory services (LDAPS, Kerberos, Smart Card, RADIUS) so that, if you change a support rep’s account in Active Directory, it is automatically reflected in BeyondTrust. BeyondTrust can also be configured with data at-rest encryption.
BeyondTrust enables your team to support iOS and Android devices with screen sharing and remote control. It also allows you to provide support on anything your customer can see, including hardware and peripherals.
Screen share with iPhone, iPad, & iPods, or RDP from iOS devices
Control remote Android devices, or RDP from Android devices
Live stream with remote camera sharing from Android & iOS devices
Embed chat and other remote support tools in your app
Today’s IT Service Management (ITSM) landscape is increasingly complicated. Internal and external ITSM customers demand more efficient, “one-stop-shop” service. Management requires greater productivity and demonstrable ROI. There are more work-from-home employees and hybrid work models must handle different devices and easily downloadable apps, SaaS enterprise applications, and multicloud environments. All of this comes as an added challenge at a time when securing the enterprise has become a top priority.
BeyondTrust’s out-of-the-box integrations boost service desk performance, add important content to workflows, and improve security. Our open BeyondTrust API makes any custom integration possible. Integrations include, but are not limited to: ITSM, Change Management, Active Directory, LDAP, SAML, SIEM, and more.
Ease of integration - BeyondTrust integrates seamlessly into your environment leveraging APIs and advanced integrations to align to your workflow--not the other way around.
Increase productivity - Your support reps and technicians will resolve issues more quickly, improving efficiency and end-user satisfaction.
Strengthen security - BeyondTrust works through your firewall without VPN tunneling, so your perimeter security can remain intact and all session traffic is encrypted and logged for a detailed audit trail.
Improve SLA’s - Provide a better experience for end users and reduce time to resolution with an array of features such as chat and remote camera sharing.
BeyondTrust proved to be the best IT tool for Chronopost's service desk to meet the expectations of their customers, some of whom operated in environments with stringent data privacy and other regulatory requirements:
“The Remote Support solution has saved time and increased productivity, which is essential in a sector as competitive as ours. The ability to support sites remotely, rather than having to go onsite, saves time and money, giving a great ROI.”
--CISO, Chronopost
With BeyondTrust, University of North Carolina at Charlotte's typical response time from incident reporting to resolution has been reduced from approximately 6 hours to 15 minutes.
"Previously, the only way we could let vendors remote in was to set up a VPN. With BeyondTrust, we can give them limited access to our environment and record their session so I have an audit log of exactly what has been done. That makes our environment much more secure.... It wasn’t hard to make the business case for selecting BeyondTrust initially, and the solution has just gotten more robust over time."
--Brian Bard, Business & Technology Analyst
Get a free trial of Remote Support today to learn how it works, firsthand.
While the terms are often used interchangeably, there is an important distinction between a help desk, a service desk, and technical support:
A help desk is set up to offer quick support and rectification to the most basic of technical problems (tier 1 support), including password issues, software and application support, and server backups.
The service desk has its roots in managing IT as a service. While the help desk is tactical and focused on fixing what is broken, a service desk is more strategic, managing IT incidents and service requests directly with the users.
Technical support offers more technical input and will take on the problems that can’t be resolved by the help desk. Tech support agents require extensive technical knowledge and handle a variety of different issues.
Security is an important consideration when choosing IT support solutions because, in order to offer effective IT support, a tech support agent will often require sensitive access to the user’s (or organization’s) network or device. If an IT support solution does note have adequate security controls in place, such as privileged access controls, password management, remote access security, session management, etc., it can expose the organization to risk. It is important to choose an IT support solution with advanced security controls in place to enable tech support to securely and productively do their job without creating security exposures, increasing threat vectors, and creating elevated risk.
It is also important to choose an IT support solution that can enable process efficiencies. While a common misconception permeates that security will interfere with IT support efficiency, it is more probable that process inefficiencies will introduce added security risk. Redundancies, lack of transparency, poor IT security hygiene, and poor documentation will interfere with your IT support team's ability to oversee and run health checks, preventing important problems from being properly reported.
Integrated communication technologies (i.e. email, VoIP, teleconferencing, video calling, chat, etc.) will help ensure efficiency of communication, and higher levels of security.
Ticketing tools & IT service management (ITSM) systems enable information tracking, allowing tickets to be opened and assigned, and for their progress and completion to be monitored and reported.
Remote support tools and technologies allow an administrator’s computer to remotely access another computer or device to facilitate tech assistance. Using a single tool for remote support can help improve incident handling time, technician productivity, and other important KPIs. Because remote support sessions often entail some degree of privileged access, it is imperative that robust remote access, password management, and other security features be baked into the solution.
A self-service or employee portal to enable end users to self-service their own technical support issues. The support portal should provide accurate and reliable guides, system documentation, FAQs, and an easy way to escalate more complicated issues to a help desk agent.
Change and problem management tools that can help plan, manage, report, and audit the impacts and effects of change management initiatives. These can include projects, resource changes, etc.
Chat – In addition to helping exchange more information about the problem, chat can allow the technician to send links, knowledge base articles, and even canned responses.
Automation – Automating some or many components of the help desk can free up time for your IT professional to focus on completing the higher-impact queries faster and more efficiently.
Collaboration – Your IT team should be able to collaborate easily on queries to access, tag, prioritize, and assign tasks to ensure smooth operations.
Integration – APIs and service integrations are critical to ensuring the success of your digital and IT ecosystems.
Self-service – Your end users should be able to troubleshoot for themselves, to a point, using an accessible dashboard or resource pool. This will keep your IT department focused on the higher-impact tasks.
Reporting – Having the ability to submit and monitor reports easily means having access to accurate metrics that can be analyzed regularly to audit for success. It is also imperative to balance internal reporting needs, those imposed by compliance standards, and broader considerations that seek to limit data collection.
Troubleshooting – The IT support systems should provide the transparency and visibility necessary for your team to quickly and easily troubleshoot problems, identify security threats, and more.
Adaptability and Scalability – The best tech support tools are readily adaptable to changes in the IT and work environments and scalable.
Having some sort of remote access is non-negotiable for almost every organization’s IT processes. Remote workers, third parties, vendors, and others need to access your systems from outside the firewall, and to establish remote connections, organizations often use some form of Virtual Private Network (VPN). However, for infosec teams, securing the VPN presents a constant challenge. VPNs attract considerable attention from hackers because they can be used to gain unauthorized access to your critical data and applications and pose as entry points into the administrative back-ends of systems. Organizations require an alternative means of providing network access that offers the additional ability to monitor and control the accounts that are accessing their network.
Switching from IT-centric, or even service-centric support to people-centric support to build an employee-centric IT support solution.
Meeting hybrid worker IT service and support needs.
The correct adoption of AI-enabled IT support capabilities, with adherence to learning from past IT self-service mistakes.
Leveraging the wealth of data at our disposal to make more informed, data-driven decisions and improvements.
Facilitating scalability by empowering employees with self-sufficiency.
