Secure RemoteDesktop Support

SECURE DESKTOPSUPPORT WITH BOMGAR

The days when Mac and Linux were merely niche operating systems

are long gone: the current IT landscape must accomodate a number

of platforms and a number of network environments. And as

companies expand, support reps are not always able to physically

visit problem systems, making remote support tools a necessity.

Finally, support must be provided while complying with strict

security measures imposed by both industry best practices and the

federal government.

Some companies still use an assortment of legacy remote access

tools such as VNC and RDP, but these tools are inadequate for

providing support to satellite offices and remote workers outside

the company LAN or WAN. In addition, most of these tools enable

support for either Windows, Mac, or Linux, requiring the help desk

to use a different software and support process for each operating

system in the organization, damaging efficiency.

Attempting to use legacy tools for support also exposes organizations

to the threat of data theft. The 2013 Trustwave Global Security Report

by Trustwave Spiderlabs states, “Remote access remained the most

widely used method of infiltration in 2012. Unfortunately for victim

organizations, the front door is still open.” So how can service desks

effectively support employees without opening the door to hackers?

BOMGAR’S UNIQUE, APPLIANCE-BASED REMOTE SUPPORT

SOLUTION allows you to remotely access and fix nearly any system

regardless of operating system or location, cutting support costs and

increasing employee productivity. Sensitive data is kept behind your

own firewall, simplifying regulatory compliance. That’s why Bomgar has

been chosen by 20 of the Fortune 50, 6 of the top 10 worldwide hotel

groups, 12 of the 15 executive departments of the US government, and

7 of the 20 F500 commercial banks.

BOMGAR COMBINES ROBUST REMOTE SUPPORT CAPABILITIES WITH UNPARALLELED SECURITY.

“Bomgar’s multi-platform solution was the key factor in choosing a

vendor. With one of the only Linux based call centers in the world,

our support reps must have the ability to control a Linux machine

no matter if they are working from a Windows or Mac platform.”

- TECH SUPPORT SUPERVISOR, ZAPPOS.COM

WITH BOMGAR YOU CAN

SUPPORT ALL SYSTEMS AND DEVICES WITH ONE SOLUTION

Bomgar enables you to access and fix nearly any type of remote desktop, on or off the network, no matter where it’s located. With the ability to see

and control the screen or view system information, your support reps will resolve issues more quickly, cutting costs and improving productivity.

*Features and functions vary by platform

In addition to providing support to any system, Bomgar allows reps to provide support from nearly any platform, including Windows, Mac and

Linux systems, plus iPads, iPhones, and Android devices via Bomgar’s Mobile Rep Consoles. And for Windows systems, RDP sessions can be run

through a secure appliance.

EFFECTIVELY MANAGE SUPPORT TRAFFIC

Bomgar enables help desks to implement automatic routing rules that ensure end users are directed to the most qualified representatives from the

start. And when lower-tier reps need assistance, they can broadcast help requests based on issue type and collaborate with specialized support

reps, increasing first call resolution. Bomgar also integrates into your existing incident-handling process, offering pre-built integrations with the

leading service desk, CRM, and systems management vendors.

RESOLVE ISSUES WITH SPECIALIZED TOOLS

Bomgar is designed to enable support reps to directly troubleshoot

remote desktops, eliminating the need to go on-site or talk end users

through solutions over the phone. Bomgar has a toolset tailor made

for common support actions. And with a concurrent user-based

licensing model, support centers purchase licenses for the number of

reps using the software at a time, rather than the number of desktops

needing support.

• UNATTENDED ACCESS: Access unattended desktops on remote

networks and wake sleeping systems within the company LAN

• COLLABORATION: Enable reps to request help from issue

experts for collaborative issue resolution

• DEEP TROUBLESHOOTING: Run command prompts and pre-built

scripts and edit registries without disrupting end users

• INTEGRATED CHAT: Enable end users to initiate an online chat

session without downloading the support applet

No other remote support solution is more tailored to meet the needs of multi-platform organizations than Bomgar. With a concurrent licensing

model and load-balanced multi-appliance architecture capable of supporting up to 10,000 reps, Bomgar is the ideal choice for large, global

organizations. Bomgar has enabled help desks to:

More than 8,500 companies in 65 countries all over the world have chosen Bomgar as their solution for desktop support, including:

To request a free trial of Bomgar please visit www.bomgar.com or contact us at info@bomgar.com.

BOMGAR & DESKTOP SUPPORT:A PERFECT FIT

• INCREASE employee productivity by troubleshooting problems

immediately, regardless of location or operating system

• DECREASE support costs by eliminating on-site visits and

shortening call times

• SIMPLIFY cybersecurity and compliance by keeping support traffic

behind the company firewall and security policies

• REPLACE multiple ineffective remote access tools with a

comprehensive, centrally managed solution

• STREAMLINE session management with skill-based routing and

collaboration and integration with service desk tools

• ENSURE reps are using best practices and following security

guidelines by monitoring and recording each support session

P O W E R E D b y S E R V I C E™

©2014 Bomgar, Inc. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners.

C O N T A C T B O M G A R info@bomgar.com I 866.205.3650 (U.S.) I +44 (0) 1628 480 210 (U.K./EMEA) B O M G A R . C O M