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As a member of a service-oriented company, I can frankly say how frustrating it can sometimes be assisting someone via telephone and tech ticket. Simply... it's impossible to see what the client sees, and rarely can you instantly fix their issue considering that first you must diagnose what the true root nature of the problem is. Thankfully, with the advent of advanced IT support software, we can now take control... literally!

Thanks to the latest in secure screen-sharing technology, companies now have a wonderful alternative to traditional tech support. With it, vendors can now offer virtual on-site training seminars or diagnose and fix most any tech issue just as if they were there. Recently, I had the occasion to remotely assist the Jamaican Police in burning a tragic event to CD-R from a client's PC-Witness Pro VR/T DVR. Recognizing it's life-saving potential, Cctvwholesalers.com is now offering free Premium screen-sharing assistance on all law-enforcement matters involving it's digital CCTV products.

Utilizing a powerful technology called Secure HTTP Tunneling, most modern remote desktop applications offer a secure connection since they are protected by a high bit encryption algorithm. Here's how it works – You've got a problem and you need assistance resolving it. A support technician provides you with a special URL or a small application, which installs a thin client on your PC. Once run, the technician will be full control of your mouse and keyboard, and will see everything that's displayed on your monitor.

The implications of remote desktop are obvious, as it trends to make even the most difficult tech support request manageable and quickly resolvable. More importantly, it's less stressing to the end user, as less interaction is typically required and most business owners and operators go about their normal duties while a technician is remotely and unobtrusively resolving the issue.

As a side note, it may be striking you that the technology behind all this can be rather concerning... as it should be. For the most part, accepted mainstream remote desktop applications have a rather ominous origin, as the original concept for remote computer administration stemmed from malicious applications conceived some time ago by computer hackers. The main differences are simply that well-intentioned support companies utilize a highly secure commercial released modern variation, which can only be installed with the express permission of the end user and will permanently release all control at the end of the tech session.

My suggestion - For many companies, selling security equipment is just another way to make a buck. However, to a small handful of companies such as Cctvwholesalers.com, it's about helping those in need. When shopping for a new video surveillance system or DVR, check and see what your prospect vendor can do to help you in times of need. Make sure that full-time, qualified, on site PC technicians are employed by the company and that they are well versed in computer networking as it is very likely you will need assistance integrating your DVR into your network environment.

If a CCTV vendor truly cares about their customers, they should be employing a remote desktop option for their customers. Not offering such service is a sure sign of a non-existent or non-qualified PC and network support staff. Remember... regardless of price, a new DVR does you no good if you cannot get it to work!

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