The best types of remote desktop tools for MSPs
As a managed service provider, you need to be flexible. Clients expect fast, reliable support across their organisations and devices – and it’s your job to deliver it (no pressure there then!)
Remote desktop tools are a must for MSPs and the best set-ups will often contain a number of different solutions to give you a variety of options to support your clients. A solid approach is to drill down and focus on the capability of tools rather than go by brand names, because that’s the reality of what will determine how well they’ll fit into your workflow.
For example, a team might use one platform for quick browser-based support and another solution for high-security enterprise environments. The right mix depends on the size of your business and what your clients’ needs are.
Browser-based support
Browser-based support tools are a really accessible option. These are designed for quick support sessions that can start from a web link, for example. They are especially useful when you’re supporting clients or remote workers who need immediate help or when technicians are working across mixed environments. Simply put, these types of tools give you the advantages of simplicity and speed.
Unattended devices
Another area to consider is unattended remote access. This kind of tool enables technicians to connect to a device without needing the end user to be present. It’s valuable when support is needed after office hours or there are maintenance and troubleshooting issues that can’t wait for a live session. This is an essential area for MSPs to cover, so a using a capable solution will certainly make your life easier here.
What kind of clients do you have?
If you’re working for larger companies or in environments where security is key, MSPs should also look carefully at the security features of remote access platforms. This will have, for example, stricter permissions and more detailed audit trails. They’ll usually include role-based access controls, session logging, multi-factor authentication and other controls that help you to ensure the organisation con stay compliant while having maximum oversight of their systems.
However, focused remote support tools certainly have a place. These tend to be easier to deploy and often more affordable, making them attractive to smaller MSPs or those currently building up their tech stack. They can provide solid screen sharing, file transfer, chat and basic remote control, even if they don’t have all the bells and whistles (and your clients may not need those anyway). For many MSPs, this kind of solution is perfect to handle day-to-day support reliably and efficiently.
More tools, more flexibility
As we’ve said, the right mix of tools for your MSP is unique to you. But, as you choose them, don’t forget to consider the basics – security, ease of use, scalability and integration with your existing systems. The more capable your tools and the quicker they help your technicians to solve problems, the more effective your MSP business will be.
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