Dameware Remote Support is the One-Man IT Department's Best Tool
July 27, 2015

Dameware Remote Support is the One-Man IT Department's Best Tool

Dwayne Lofton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Overall Satisfaction with DameWare Remote Support

We recently downsized our IT staff and needed to have a way to support user requests while being able to maintain focus on core network operations.

DameWare Remote Support is used for all desktop support issues. It allows us to be able to take care of multiple user desktop issues at once.
  • Being able to address multiple support issues at once is critical for a small or one-person support staff.
  • The interface is easy to work with and logically laid out. There's a lot of functionality but it's easy to just jump in and use.
  • The included system tools give you pretty much everything you'll need to manage disks, check events, and run remote backups.
  • It does't automatically repair a user's desktop on it's own. Is that too much to ask? Honestly, I've been pretty happy with it.
  • Allowing me to stay at my desk working on my system administration projects while supporting user desktop support issues has been huge. I'm able to do two jobs at once and stay on schedule.
  • Users like that they can call me and I can immediately start working on their issue even if I'm already working with someone else.
DameWare Remote Support was recommended by a friend who is also a systems administrator. My needs were being able for the user to share and see the desktop as I am working, having a chat feature, and [being able to] support multiple displays. I really didn't try anything else other than Windows Remote Desktop and various versions of VNC. They just didn't have the functionality I needed. Dameware Remote Support had all that I needed and even more features I didn't know I wanted but ended up using too.
Being able to have a chat feature and connecting to multiple desktops at once was critical for me. I use chat for non-critical issues and make a call for more in-depth issues while remoted in to the user's machine. Being able to have the users control their own screen and see what I'm doing is makes it superior to RDC.

SolarWinds Dameware Remote Support (DRS) Feature Ratings

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