Which Remote Support Tool???

[CobblerChris]

I've been tasked with identifying a remote support tool that can help our service desk guys resolve PC issues in our UK & European offices. With cost being a factor there seems to be a number of 'pay-as-you-go' offerings which look like they would do what I need. Anyone out there got any recommendations?

 

[leemason]

How about VNC? It's Open Source so won't cost you anything. This will take care of remote control of PC systems. Do you have other requirements?

 

[tema]

I can vouch for VNC too - its a great tool!

 

[garyk]

VNC or you can do remote support via MSN Messenger also.

 

[Gavin Harris]

I've used VNC in so many situations, and it's never failed me. MSN Messenger's built in one is OK - but it requires someone on the other computer to "accept" the connection.

And for computers on the internet with dynamic IP addresses, I use http://www.dyndns.com/.

 

[DuaneJackson]

VNC here too.

The only time I've had problems with it is when the other person was too thick, sorry, I mean 'computer illiterate', to install it even with instructions over the phone!

 

[leemason]

The only problem that I can forsee with VNC is that if the remote end has a firewall that doesn't have the correct ports open and the person at that end doesn't know how to open them that could be a problem.

 

[DuaneJackson]

That's going to be the same with anything though, isnt it?

 

[Jane79]

What about NetSupport 24-7, we've been using this for some time now and its really easy to use! You don't even need to install any software.

I think they offer a free trial at their website.

 

[stugster]

Real VNC Google, open port 5800, and bob's your uncle.

 

[confused]

I also like vnc, but prefer term services/rdp, of course it depends on whteher or not the user needs to see what you are doing. I find rdp faster than vnc, bith of which are IMO faster than remote assistance.
One thing that hasnt been mentioned is how many systems there are per site, more than a few and these options become a pain due to port forwarding etc, budget (under £200 or so) firewall/nat routers usually offer only about 10 or so entires for forwarding, and of course some of these might be taken. Obviosly higher end equipment is more versatile.
I prefer no-ip (paid version), you can have one domain and sub it out over many clients which I do, for eg xxx.datacomuk.eu, yyy.datacomuk.eu. Not sure if you can do this with others or not. Also bear in mind that if you have more than 1 pc per site that requires remote access, you are going to have to take a serious look at your ip addressing, the norm of course on anything but the smallest lan is a dhcp server, be it a server server or a router, either way, you need to know the ip of the machine in question, again all dependant on the support you want to offer, I have a client that is miles away and often remote in in the evening to sort any issues, so obviously any type of input from them isnt an option so remote asistance would be out.

Few things to think about,hopefully of some use.