RE: Taking control of user's desktops

["Corey Watts-Jones" <cwattsjones () rogers com>]

If you're using an all windows platform, particularily XP, then the built-in
Remote Assistance feature does exactly what you're looking for. Requires
user permission for starting a session, starts the session in a Monitoring
mode which allows Helpdesk direction without them actually having to
manually do anything or the tech can take control of the session allowing
the user to see what is going on as well. 

Same situation for users on Terminal Services. It's quite simple to remote
control a session from the TS Management console and can be set to require
authorization for the session to initiate.

Unless you need a very robust set of tools then why go out to a 3rd party
app?

Corey

-----Original Message-----
From: Marty [mailto:groupecci () yahoo ca] 
Sent: Wednesday, February 09, 2005 7:40 AM
To: security-basics () securityfocus com
Subject: Taking control of user's desktops

Hi,

My client's help desk requests for support is
growing, with more than 1,000 users its
understandable. 

We need to find a software (not an outsourced
service) that will permit the technicians to take
control of the user's desktop for support
purposes.  The user MUST agree to the technician
taking control or even «peeking» at his desktop.

We've looked at a few but my concern is with
overall security.

We used to have VNC installed on a few machines a
couple of years ago but we removed it.

Is the latest version of VNC sufficient (security
wise)?

Can you share your experience with us please?
Suggestions or comments welcomed.

Thanks!

Marty

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