Great Support Tool for any IT Department
July 21, 2015
Great Support Tool for any IT Department
Score 8 out of 10
Vetted Review
Verified User
Software Version
11
Modules Used
- DRS
- Mini Remote Control
- Central Server
Overall Satisfaction with DameWare Remote Support
Our IT Department uses DameWare Remote Support to troubleshoot and fix issues both at our central office as well as all of our remote sites. The software allows us to view logs, hardware information, running processes, and services. We also have the very critical ability to remotely control computers so that we can screen share with our users. This allows our technicians to see what our users see and greatly helps with troubleshooting.
Pros
- The ability to remotely control our desktops and provide UAC credentials is great!
- Having the ability to look at logs, processes, and remote control all from one console saves a lot of time and resources.
- Using the centralized server allows us to activate by user instead of per computer helps to save on cost.
Cons
- You are unable to provide UAC credentials if you are using an Internet session
- You can launch the remote control from the main console but it opens another application and forces you to login again to the Central Server.
- Improvement of issue resolution time due to technicians not having to physically travel to the users desk.
- Better customer service as our technicians are able to respond to issues faster.
- We have a better overall view into our computer environment as the computers are pulled from Active Directory and we can have the DameWare agent installed via Group Policy.
- LogMeIn Rescue,TeamViewer
In my opinion DameWare is the leader of the pack when it comes to internal support and access. However it falls behind for computers that are not connected directly to your network. For our remote users we use LogMeIn Rescue as it gives us the ability to get past the UCA.
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