DameWare Remote Support - Quickly and Easily Extend the Reach of your Help Desk Staff
July 08, 2015

DameWare Remote Support - Quickly and Easily Extend the Reach of your Help Desk Staff

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

11.1

Modules Used

  • Dameware Mini Remote Control

Overall Satisfaction with DameWare Remote Support

DameWare Remote Support is used by the IT staff to provide access to systems throughout the entire organization. It is used primarily for investigating and resolving local computer issues and demonstrating system use. The organization consists of 12 sites while four staff members handle first and second tier support. The Remote Support access greatly reduces time to resolution by 1) eliminating much of the time required to get support on site, and 2) providing full functional access to, and control of, the remote computer. The computers can be wired desktops, wireless laptops or remote users connected via VPN or accessible via the Internet. DameWare Remote Support allows our small staff to quickly resolve a majority of computer issues.

Pros

  • DameWare Remote Support provides complete functional control of the client computer.
  • Installation of the remote system client is seamless and takes only seconds if needed during the initial connection. Even a client upgrade can be accomplished remotely in less than a minute.
  • DameWare Remote Support integration to the network quickly discovers and provides a list computers for access.
  • The Smart Size console feature allows support to use a sizable window and still see the entire client desktop. This allows support flexibility and quick access to other applications and tools during troubleshooting.
  • DameWare Remote Support console allows creation and use of a client list with easy-to-understand names. Instead of seeing a cryptic computer name, rey0304115, the computer could be listed as Finance, Director.
  • Client screen capture and file transfer features allow for fast documentation and sharing of information for issues escalated to higher support tiers.

Cons

  • Our needs for remote access are simple and we have had no bad experiences with DameWare Remote Support to date.
  • Better customer service by reducing time to resolution
  • Increased employee efficiency for both support staff and customer
  • Reduced travel costs achieved by remote access
  • Windows Remote Desktop Connection,RealVNC
Windows Remote Desktop allows remote access but does not allow for an interactive session where both support staff and customer view the same desktop. DameWare Remote Support allows both to view all the work as it is done. RealVNC was initially used to manage a few servers and tested for use on client systems but the screen refresh was determined to be too slow for customer support. It was replaced by DameWare Remote Support which has been used since that time.
DameWare Remote Support extends the reach of our help desk support team allowing a small staff to quickly respond to issues at multiple sites. It has been used to support fat and thin clients in both clinical and administrative settings.

SolarWinds Dameware Remote Support (DRS) Feature Ratings

Screen sharing
10
File transfer
10
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Multi-platform remote control
Not Rated

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