Ok. I am here to ask an important question and to gather information I could possibly give to my boss to overturn the system we use now.
I work in IT for a company that is world wide (we support only within the US). As of right now, we use both Windows XP Pro and Windows 2000 Professional. I am here to ask what program or software we can use that will EASILY impliment a "remote connection" for remote assistance to an end users PC.
Right now, for XP, we use the "Remote Assistance", which is neat, but it still requires the end user to "send" the request to have this done. For 2000 machines, we use a program called Carbon Copy. For this, we have to have the user open it up, click wait for call. Sometimes, the user doesnt have it installed, so we have to go through that process, which makes the request LONGER and makes the end user alot more impatient.
I was speaking with my fiance that works for a company that when they have a problem on their PC, the IT guy just comes in and takes over - WITHOUT having to send any type of request or anything by the end user. However, she doesn't know what the program is.
The reason I ask this is for a few reasons:
1. End users that don't know much about PC's
2. One step less than resolving the "issue" in the first place
3. Something thats quick and easy for us to just "click and connect" to the end users PC
Now, I would like to know if there is a program like this, where we can just "click and connect" to the end user, without having them open a program, get IP's, installing a program, yadda yadda yadda.
Now, I don't mind having to install a small application on end users PC's, but this would be a one time thing. Another thing is having this program work with both XP and 2000, or just one or the other, but would prefer for it to work with both.
Suggestions and opinions needed here, thanks! We are considered a "billion $ company" so money in a sense is no option, I just want to put something together to take to the bossman.
I work in IT for a company that is world wide (we support only within the US). As of right now, we use both Windows XP Pro and Windows 2000 Professional. I am here to ask what program or software we can use that will EASILY impliment a "remote connection" for remote assistance to an end users PC.
Right now, for XP, we use the "Remote Assistance", which is neat, but it still requires the end user to "send" the request to have this done. For 2000 machines, we use a program called Carbon Copy. For this, we have to have the user open it up, click wait for call. Sometimes, the user doesnt have it installed, so we have to go through that process, which makes the request LONGER and makes the end user alot more impatient.
I was speaking with my fiance that works for a company that when they have a problem on their PC, the IT guy just comes in and takes over - WITHOUT having to send any type of request or anything by the end user. However, she doesn't know what the program is.
The reason I ask this is for a few reasons:
1. End users that don't know much about PC's
2. One step less than resolving the "issue" in the first place
3. Something thats quick and easy for us to just "click and connect" to the end users PC
Now, I would like to know if there is a program like this, where we can just "click and connect" to the end user, without having them open a program, get IP's, installing a program, yadda yadda yadda.
Now, I don't mind having to install a small application on end users PC's, but this would be a one time thing. Another thing is having this program work with both XP and 2000, or just one or the other, but would prefer for it to work with both.
Suggestions and opinions needed here, thanks! We are considered a "billion $ company" so money in a sense is no option, I just want to put something together to take to the bossman.