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113: Remote Assist

Overview​

Benefits​

Real-Time Support: Remote Assist allows IT support staff to provide real-time assistance to users, helping them resolve issues quickly and efficiently.

Screen Sharing and Control: IT administrators can view and control the user's device screen, making it easier to troubleshoot and fix problems remotely.

Unattended Access: For devices like digital signage or those needing maintenance during off-hours, Remote Assist supports unattended access, allowing IT to perform tasks without user interaction.

Compliance Warnings: Before connecting, IT staff can see compliance warnings, ensuring they are aware of any potential security risks on the device.

Drawbacks​

Privacy Concerns: Users might be concerned about their privacy, especially if full control of their device is granted to IT staff.

Dependency on Connectivity: Remote Assist requires a stable internet connection, which might not always be available.

Complex Setup: Initial setup and configuration can be complex, requiring careful planning and execution.

Impact on End Users​

Improved Support: Users receive faster and more efficient support, reducing downtime and improving productivity.

Minimal Disruption: With features like unattended access, support can be provided with minimal disruption to the user's workflow.

Training and Awareness: Users may need to be informed about how Remote Assist works and what to expect during a support session.

Relation to Zero Trust​

Continuous Monitoring: Remote Assist supports the Zero Trust principle by enabling continuous monitoring and validation of device compliance.

Least Privilege: Access controls can be configured to ensure that IT staff only have the necessary permissions to perform their tasks, aligning with the principle of least privilege.

Proactive Security: By providing real-time support and addressing issues promptly, Remote Assist helps maintain a proactive security posture, which is a key aspect of Zero Trust.

Reference​