Well I must admit, this is a first for me.. Blogging from the bar of a Premier Inn. Those of you who know me, will know all about the help desk system I have been developing. Well the project is rapidly approaching it’s go-live date so it’s time to deliver the training. So here I am, booked into a ‘swanky’ hotel in preparation for the delivery in the morning.
LogMeIn Rescue is used by IT helpdesks to provide instant remote support to customers and employees. Gain control of a remote PC, Mac, or smartphone* over the web in seconds, without the need to pre-install software.
After only 4 days of use the service has already saved the return of 6 mobile phones back to head office. Which in turn has saved 6 account managers ‘downtime’ from their phones, and has saved the business £££’s from postage and packaging costs.
We have used the service not only to guide users through simple tasks, but to install the latest release of Mail For Exchange, reconfigure settings transfer some photo’s from a users phone to his pc, and even record a video tutorial on how to change the settings on the phone. Which has since been distributed to the phone users. With features like complete file manipulation, and remote reboot the installation of software updatesfixes is a breeze!
The web based interface saved me the hassle of having to install software to the PC’s that the analysts use, and having the service hosted took the burden out of hardware allocation in the server room!
The interface is simple, and easy to navigate allowing the analysts to take on support calls with minimal amounts of training! All be it simple, it is in no way limited in functionality. It has also enabled us to brand the service with our own company logo’s, making the integration to our other helpdesk solution seemless.
As part of the LogMeIn Rescue+Mobile licence the desktop remote support is included. Although we didn’t intend on using this, and simply purchased the licence for our Nokia’s, we found ourselves in a situation which required access to a laptop which was behind a hardware firewall. A situation which isn’t normally easy to resolve! Yet again, LogMeIn Remote+Rescue saved the day! Saving the account manager the long drive back to head office for us to resolve the issue.
Over the next few weeks, I am going to look into using this as a replacement for the current remote support solution, no doubt I will post up the results of the new trial.
LogMeIn Remote+Rescue supports a variety of operating systems including:
As per the picture below, several phone are available for complete emulation. The phones not yet emulated, can still be supported and navigated using simple key combinations on your normal PC keyboard.
Once I had received confirmation from the business to go ahead with the order I found our account manager Jakob Thusgaard extremely knowledgeable on the subject and always happy to help. Answering any question I threw at him with speed andprofessionalism. Making him easily approachable, and boosting my confidence with the purchase.
I have already recommended LogMeIn Rescue+Mobile to several of my friends in the field, and will continue to do so!
If you would like more information on the product and pricing, check out the official website.
If your a fellow user, or you took on the product thanks to the post – please let your comments below!
Well done everyone who sat the PRINCE2 course and exams over the last week at ARCO! That’s right.. We all passed!! So we are all now PRINCE2 Qualified.. Ohh the possibilities!
As one course comes to a close, the next training course I am enrolled on has started to take off.. In February Arco are putting me through the PRINCE2 course. Which is Project in controlled Enviroments. So basically it’s a projecttime management course. I must admit. I am actually looking forward to doing this one, as I spent allot of time at work planning for and working on projects. So I am more than willing to learn more efficient ways of doing this.
On a side note, my RAPId SMS project has now been delayed, as after a quick post on XDA-Developers.com I have been given some really good ideas and inspiration. So I have knocked the project back to the planning stage. An early BETA of the project should be realised sometime next week. Which should be the shell of what’s to come.
I will also be making my CRM project available to site members at the end of the month, so should be a busy week next week.
Some of my other projects in the design and planning stages are a ticker tape alerting system, and a windows mobile release of my WoL2009 project.
Well it was results day today at Arco….
I passed my ITIL® exam! So I now hold an ITIL® Foundation Version 3 qualification!
If you don’t know what ITIL® is, you can find out more on the official ITIL® website.
ITIL® is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom and other countries.