TeamViewer is our Service Desk's secret weapon.
January 28, 2014

TeamViewer is our Service Desk's secret weapon.

Amanda Wan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Remote Control

Overall Satisfaction

In our organization, TeamViewer is being used to allow the Service Desk to connect to staff computers at all of our offices across the nation in order to provide remote technical support, including installing software, troubleshooting desktop, software, and web application problems, and to provide ad-hoc user training. We work with many social workers who are not technically-savvy but need to use their computers to document manage cases for at-risk youth in care, so it is critical that we have a tool that allows our Service Desk to fully support their ability to complete their work in a timely manner.
  • Allows the Service Desk technician to immediately see which computers are online in which offices and connect to them quickly to view their screen or take remote control over their desktop.
  • Allows the Service Desk technician to remotely take control of another user's computer and provide Windows admin credentials to install software when the user does not have the rights to install software on their own.
  • Our staff have widely embraced the use of TeamViewer because it is easy for them to use - the way we have it set up, our staff do not need to take any action to launch the program, they just see a pop-up window when a technician initiates a connection to their computer, and they can approve or decline the connection. Many of our users are not technically-savvy, so it is essential that we have a solution that allows us to provide remote support without having to talk someone through multiple steps to allow us to connect to their computer in the first place.
  • It would be nice to be able to color-code highlight the computers in the list of Computers & Contacts. This could be a setting that is saved to my personal preferences.
  • I would also like a way to show the last 10 "recent" computer & contacts.
  • I would also like to have some kind of visibility of how many times a computer has been connected to for remote support, perhaps within the last month or so. This would help to flag users or computers that repeatedly need remote support. For example, you might see a number (7) after the computer name in the list to indicate this computer has been connected to 7 times in the past month (or past year?). Ideally this would be saved to our corporate license so all technicians would see the same numbers, this would not just be a number of times I personally have connected to that computer.
  • Better customer service from the Service Desk
  • Faster incident resolution
  • Better problem investigation due to the ability to see the user's screen - e.g. a technician can use SnagIt on their own computer to capture a screenshot a user's computer screen that they are seeing over TeamViewer, so the user does not need to be instructed on how to capture and send a screenshot.
  • Better capture of incidents that are due to user error and may be resolved by user education - e.g. a technician can watch what the user is doing to see if they are clicking on something incorrectly instead of following the correct procedure.
Current adoption and impression of TeamViewer is high in our company so at this time I don't see us changing to a different solution unless a) we lose supportability or compatibility due to expiration or change of OS, or b) we adopt another solution for a different business need that happens to do what TeamViewer does and it makes fiscal sense to drop TeamViewer to use a product that solves more than one need.
We find that TeamViewer is well-suited and reliable for Remote Control and sharing a desktop screen between two people. We primarily use it as a solution to connect from a Service Desk technician to another staff member's computer. For branded webinars, the solution we use is Adobe Connect instead of TeamViewer.