Remote IT support software – Computerworld

Acronis Cyber Protect Connect

This tool from cybersecurity vendor Acronis provides remote desktop connections and monitoring for Windows, macOS, and Linux machines. Support analysts can use a Windows, macOS, or mobile client to provide support using Acronis’ proprietary low-latency NEAR remote desktop protocol or via the Microsoft Remote Desktop Protocol (RDP), Apple Screen Sharing, or Virtual Network Computing (VNC) protocols. Security features include session encryption, keychain data protection, and master password protection. (See Acronis’ security practices.)

AnyDesk

AnyDesk Software’s eponymously named product provides secure remote desktop connections for Windows, macOS, Android, iOS, Linux, FreeBSD, Raspberry Pi, and ChromeOS devices. Remote access features include chat, remote reboot, session recording, and file transfer, as well as compatibility with earlier versions of supported OSes (including Windows 7 or newer and macOS High Sierra or newer). AnyDesk security features include private key encryption and 2FA. (See AnyDesk’s security practices.)

BeyondTrust Remote Support

Remote Support’s features include unattended access, annotation, file sharing, and remote mobile device camera sharing for Windows, macOS, Linux, Android, and iOS devices. Technicians can provide support using a client, a browser-based console, or a mobile app. Other features include integration with external directories, such as LDAP, ITSM systems, third-party authentication tools, and password managers. Roles, permissions, and audit and compliance features are supported, as are session logs and the ability to enable video session recordings. Other security features include TLS 1.2 encryption and native 2FA (using a one-time passcode), as well as support for existing 2FA systems. The product has received FedRAMP approval. (See BeyondTrust’s security practices.)

ConnectWise ScreenConnect

ScreenConnect supports Windows, macOS, Linux, Android, and iOS devices, including older versions of the desktop OSes. In addition to screen sharing and remote control, it offers session recording and reporting, file transfers, and access to unattended machines. Security features include role-based security, AES-256 encryption, 2FA, and compatibility with Active Directory and LDAP for user authentication. It also offers integrations with ITSM products from SolarWinds and Zendesk. (See ConnectWise’s security practices.)

EasyVista EV Reach

EasyVista’s EV Reach (formerly Goverlan Reach) offers screen sharing and remote control for on-demand and unattended access to desktops, audio and audio chat, and screen and video capture sessions across multiple monitors. It supports devices connected via virtual desktop infrastructure (VDI), RDP, or Citrix. It also supports digital signage and kiosks; monitors CPU, disk, memory, and network activity levels; and technicians can create one-to-one or many-to-one support sessions. Enterprise-level features include Active Directory integration and management, global systems management via IT process automation, and support for IT compliance assessment and remediation. EV Reach supports 2FA, TLS 1.2, and AES 256-bit encryption for data in flight, and it’s HIPAA compliant. (Contact EasyVista for security practices.)

iDrive RemotePC

Key features of iDrive’s web-based RemotePC include remote control, reboot, file transfer, and printing; a whiteboard; chat; mobile access from iOS and Android devices; session recording; the ability to view multiple monitors the employee may be using; and the ability for multiple support analysts to remote into the same employee’s device. Employees don’t need to install remote client software to receive support. Sessions are protected by 2FA as well as TLS 1.2 and AES 256-bit encryption. Other features include session logging and reporting; compliance with FIPS, GDPR, HIPAA, PCI and other standards; Active Directory support; and the ability to set roles and access permissions for each user. (See iDrive’s security practices.)

LogMeIn Rescue

Rescue supports Windows, macOS, Linux, ChromeOS, Android, and iOS devices. In addition to remote control, it offers remote diagnostic capabilities; session recording, logging, and reporting; file transfers; multi-monitor navigation; and unattended access to employee devices. It offers out-of-the-box integrations and open APIs, including support for ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, and others. Administration features include session history and recording, as well as live reports of technician statistics and activity. Security features include Active Directory synchronization for user authentication, TLS 1.2 and AES 256-bit encryption, and 2FA. Technicians can establish support sessions from a web console and can host up to 15 concurrent sessions. (See LogMeIn’s security practices.)

Netop Remote Access

Netop’s enterprise-class Remote Access offers on-premises and cloud-based versions that support Windows, Linux, macOS, Android, and embedded operating system users. Key features include remote screen view and control, chat, file transfer, and unattended access to remote PCs. It offers 256-bit AES encryption, MFA options including Microsoft Azure/Active Directory, and role-based access controls. It’s also compliant with the PCI-DSS, GDPR, HIPAA, FIPS, and ISO 27001 requirements for authentication and encryption. (See Netop’s security practices.)

RealVNC Connect

RealVNC’s entry doesn’t require supported users to install client software to receive support, and it allows technicians to have unlimited concurrent sessions. Connect features include remote screen viewing, remote control, file transfer and chat. Security features include MFA and SSO, as well as support for TLS 1.2 and 256-bit AES encryption. It’s also compliant with ISO/IEC 27001:2013, GDPR, CCPA, HIPAA, and PCI-DSS, and includes session logging and auditing. (See RealVNC’s security practices.)

SolarWinds Dameware Remote Support

The Dameware remote support tool from service management software vendor SolarWinds is available in cloud and on-premises versions. It supports devices running Windows, Mac, Linux, Android, and iOS and has a mobile app for support analysts. Remote Support integrates with SolarWinds’ Help Desk Software and Service Desk products. In addition to remote screen viewing and remote control, key features include communication by voice or videoconference and the ability to access unattended devices. It’s compatible with Active Directory, supports MFA and smart card authentication, and uses RDP for session security. (See SolarWinds’ security practices.)

Splashtop Remote Support

This product, part of a suite of endpoint management tools available in on-premises and cloud versions, is on the lower end of the enterprise-scale tools, but is still very much relevant, says Cipolla. It supports Windows, macOS, Linux, ChromeOS, VDI, point-of-sale, and kiosk devices. It offers unattended device access as well as multi-monitor support, chat, session recording, file transfer, event logs, and role-based access controls. Security features include TLS and 256-bit AES encryption and 2FA. An enterprise version adds SSO/SAML integration as well as integrations for ServiceNow and Salesforce. (See Splashtop’s security practices.)

TeamViewer Remote

TeamViewer supports remote control, file transfers, unattended access, session recording, and multi-user remote control sessions where a support analyst can bring in another technician to help Windows, macOS, Linux, iOS, and Android users. TeamViewer’s cloud-based enterprise-level plan, TeamViewer Tensor, includes mobile device management features and supports logging and reporting for auditing, SAML 2.0 for single sign-on, and rule- and expiration-based access permissions. Integrations for ServiceNow, Zendesk, Salesforce, Microsoft Teams, and other enterprise applications are also available. (See TeamViewer’s security practices.)

Zoho Assist

Zoho markets its Assist product as “enterprise grade,” and Cipolla categorizes it as a relatively low-price enterprise IT support tool that includes screen sharing, remote control, file transfers and remote rebooting of Windows, macOS, Linux, iOS, Android, and ChromeOS devices. It includes security features such as single sign-on using SAML, MFA, 256-bit AES encryption, and permission-based access. Zoho Assist also offers session recording and session and audit reporting. Integrations are available for ServiceNow, Zendesk, Zoho Desk, Zoho CRM, Jira, and more, and Zoho Assist meets compliance requirements for HIPAA, GDPR, PCI, CCPA, ISO/IEC 27001, and several other industry standards. (See Zoho’s security practices.)

This article was originally published in May 2020 and updated in August 2024.