How a remote desktop connection can level-up your MSP

Posted:
11/08/2021
| By:
Topher Barrow

Remote desktop connections (RDCs) can help MSP employees remain productive in a largely-remote workforce while also improving organization-wide cybersecurity. RDCs allow your employees to access and utilize a remote or virtual computer from another device, regardless of their location. This can mean accessing an internal device or files, or remotely supporting a client through a desktop session. 

A remote connection also ensures that team members can access files and apps in the event that technicians are alerted to a need to check in on a client’s endpoints. For ongoing monitoring and alerting, MSPs are well-advised to use a remote monitoring and management (RMM) solution to proactively discover and observe all client endpoints.  

RDCs provide several benefits to MSP employees and clients, as well as to the MSP itself. 

Remote desktop tools improve efficiency 

Efficiency is top of mind for MSPs as the demand for services grows while teams also experience challenges hiring techs. With remote desktop access, MSPs are able to resolve issues faster and therefore provide more output than ever before. This allows MSPs to maintain the same workforce while handling more clients. 

Remote desktop tools that support integrations and extensions with the apps your team members regularly access ensure that working outside of the office doesn’t present a barrier to performing certain tasks.  

RDC tools are now compatible with a wide variety of operating systems and browsers. Without this compatibility, working remotely could threaten a tech’s ability to efficiently complete a support ticket. With customizable, compatible remote access, this barrier can be eliminated. This means support tickets can be closed faster, and gives each individual tech the opportunity to complete more tasks. 

Remote access results in a happier workforce 

As remote work becomes commonplace, employees are enjoying opportunities to travel and telecommute while still contributing to the workforce. 

For MSPs, remote desktop tools have revolutionized these opportunities to remain productive while working from anywhere. Employees that still rely on daily access to files or software that can only be accessed on specific networks are now free to connect to these elements while outside of the office’s perimeter. Without RDC, this would require accessing the necessary files and software through a virtual private network (VPN) connection, presenting greater cybersecurity vulnerabilities. 

MSP employees are also able to access large files using an RDC, such as robust documentation systems or high-resolution videos, that are too big to be stored on a small personal computer.  

Remote desktop tools allow MSPs to empower their employees to work efficiently, without requiring connection via a VPN or coming into the physical office. 

Resolve confusion while improving client satisfaction 

Clients can become confused, even frustrated, quickly when a tech can’t physically access their device in order to help resolve an IT issue. But with remote desktop tools, the tech gains full access to a client’s system with the increased efficiency of remote work. It’s like putting the tech in the same room as the client, without the logistical hassle of actually doing so. 

Let’s say a client is experiencing an issue, but can’t identify the root cause or concisely explain the glitch. This presents a roadblock to both the tech and the client — neither can regain productivity until the source of the issue is discovered and the problem resolved. 

With remote desktop tools, the tech can jump right into the system themselves to make the most of their expertise while asking less of the client. With the capability to see the issue for themselves, they can provide enhanced visual guidance on how they’re resolving the issue, potentially granting the client greater independence to resolve it themselves the next time around. 

Best-in-class RDCs such as ConnectWise Control also reduce confusion and technical difficulty for end users by making the remote connection process very simple yet secure. All a customer needs to do is navigate to the URL and enter a six-digit access code. At the push of a button, you can also send them a secure remote connection link via email or text, and you can even schedule a calendar appointment for the session.  

Remote desktop tools provide superior cybersecurity 

Remote desktop tools rely on roles-based access control (RBAC) to connect the right people with the right information. RBAC ensures that employees have access to the files they need to remain productive, but only to the extent needed to complete their role on a project.  

With RBAC, the IT administrator or tech for an MSP client can grant their internal team or their clients access to documents and data. This is done using different access types, e.g., read only versus the ability to edit a shared document. This level of control over the features that various roles and users have allow administrators to provide superior cybersecurity to an MSP’s clientele. 

Cloud-based applications and file sharing are useful for empowering teams to collaborate remotely, but can lead to precarious cybersecurity scenarios. With desktop tools leveraging RBAC, it’s much easier for administrators to control their data inventory while limiting the exposure of data. 

Remote control tools are a win-win 

Remote desktop connections keep MSP teams productive while still empowering both employees and clients to collaborate remotely. These remote desktop tools not only add to employee efficiency, but also better equip MSPs and their clients to maintain higher levels of security while working across multiple locations and devices.  

With greater efficiency, superior cybersecurity capabilities, and a track record of enhanced client satisfaction, remote desktop tools can provide a boost to all modern MSPs looking to better equip their teams for the hybrid workforce. 

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