Remote support and access

Remote support tools let a technician see and control a user's screen, or reach a machine with nobody in front of it, without traveling to the desk or the site. For a help desk they are as basic as the ticketing system, and for an MSP they are how most of the daily work gets done.

The tools split between attended support, where a user starts a session and watches, and unattended access, where a technician connects to a server or kiosk set up in advance. TeamViewer, AnyDesk and Splashtop cover both for most organizations. ScreenConnect is built around MSP work, and BeyondTrust Remote Support is built for larger and regulated organizations that need detailed session logs and recording.

RustDesk is open source and can run through your own relay server, which some teams prefer so that session data never leaves their infrastructure. Chrome Remote Desktop is a free option for occasional access, though it lacks the controls a help desk needs.

Remote access tools are also a common target for attackers and scammers, so security settings matter more than features. Before choosing, check how the tool enforces two-factor authentication, restricts which technicians can reach which devices, records sessions, and alerts you to unusual connections. Teach users never to accept a session they did not ask for.

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7 AI IT operations tools in remote support and access

Splashtop

Remote access and remote support tools for IT teams, MSPs and schools, including unattended access to computers.

  • Built for MSPs (multi-client)

ScreenConnect

by ConnectWise

Remote support and access from ConnectWise, built with MSPs in mind, with cloud and self-hosted editions.

  • Built for MSPs (multi-client)
  • Self-hosted option

TeamViewer

Remote access and support for computers and mobile devices, with session tools for help desks and AI session summaries.

  • Free plan or free tier
  • Developer API

AnyDesk

Lightweight remote desktop software for support and access, with self-hosted options for organizations that need them.

  • Self-hosted option

BeyondTrust Remote Support

by BeyondTrust

Enterprise remote support with session recording and access controls, deployable in the cloud or on your own appliance.

  • Self-hosted option

RustDesk

Open source remote desktop that you can run with your own relay server, so sessions stay on your infrastructure.

  • Free plan or free tier
  • Open source
  • Self-hosted option

Chrome Remote Desktop

by Google

Free remote access and screen sharing from Google that runs through the Chrome browser.

  • Free plan or free tier

Deployment shapes daily use. Some tools need a small client installed in advance for unattended access, while attended sessions often run from a one-time download the user opens from a link or a code. Check how the client behaves on locked-down machines, how it handles multiple monitors and administrator prompts, and whether technicians can reach macOS and mobile devices as well as Windows.

Connect the tool to the rest of the support stack. Starting a session from a ticket, logging its length and notes against that ticket, and recording who connected to which device saves time and gives you an audit trail. Most of the tools here integrate with common service desks and MSP platforms, but the depth of those integrations varies, so test the one you rely on.

Performance varies with distance and bandwidth. Test from a home connection and a branch office as well as the office LAN, and check how the tool behaves when the link is slow or the user is on a hotel network.

Questions about remote support and access

When do we need unattended access instead of attended sessions?

Attended access needs a user at the device to start or approve the session, which suits everyday help desk work. Unattended access lets a technician connect to a prepared machine at any time, which suits servers, kiosks and after-hours maintenance.

Is a self-hosted remote support tool more secure?

It can be, because you control the relay servers and logs. It also means you must patch and monitor that server yourself. RustDesk, AnyDesk, ScreenConnect and BeyondTrust offer self-hosted options.

Can we use free remote desktop tools for work?

Check each license, since some free versions are for personal use only. Free tools also usually lack session logs, user management and access controls that business support needs.

How do we stop remote access scams?

Use a tool that requires technicians to sign in with two-factor authentication, restrict who can start unattended sessions, and teach staff that IT will never cold-call them asking to connect. Review session logs for unexpected connections.

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