What are the best policies for remote access in troubleshooting?

1 Choose a secure and reliable remote access software

For successful remote troubleshooting, you should use a software that allows you to access and control a client's device remotely. Such software should have encryption to prevent unauthorized access or interception, authentication to verify identities and permissions before establishing a connection, audit to record and log all actions and events during a session, and support for operating systems and devices. Examples of remote access software that meet these criteria include TeamViewer, AnyDesk, and Zoho Assist. With these features in place, you can review and report any issues or incidents while ensuring the security of your data and communication with the client's device.

2 Obtain consent and inform the client

Before you initiate a remote session, you should always obtain the client's consent and inform them of what you are going to do and why. You should also explain the risks and benefits of remote access, and how you will protect their data and privacy. You should communicate clearly and respectfully, and avoid using jargon or technical terms that the client may not understand. You should also ask the client to close any personal or sensitive files or applications that they do not want you to see or access, and to disconnect any external devices that are not relevant to the troubleshooting. You should also inform the client of how long the session will last, and how they can end it at any time if they feel uncomfortable or have any questions.

3 Follow the troubleshooting protocol

Once you have established a remote connection, you should follow a systematic and logical troubleshooting protocol to identify and resolve the issue. This involves using various tools and methods to diagnose the cause and nature of the problem, such as error messages, event logs, system information, tests, scans, etc. You should also record and report all the steps and results of your diagnosis with screenshots, notes, logs, etc. After applying the appropriate solution to fix the problem, such as settings, updates, patches or repairs, you should verify that it has worked by testing or rebooting. Finally, you should explain to the client what the problem was, how you solved it and how they can prevent or handle it in the future by changing habits or installing software.

4 Maintain security and privacy

When conducting a remote session, it is essential to maintain the highest standards of security and privacy. You should use a secure and trusted network and device, and not access, copy, modify, or delete any files or data that are not related to the troubleshooting. Additionally, you should not install, download, or run any software or applications that are not necessary or authorized for the troubleshooting. It is also important to not share or disclose any information or credentials obtained during the remote session. Lastly, when the troubleshooting is completed, make sure to disconnect and terminate the remote session and remove any traces of your access.

5 Solicit feedback and follow up

After the remote session, you should solicit feedback and follow up with the client to ensure their satisfaction and loyalty. Ask the client to rate and review your service, and thank them for their trust and cooperation. Offer additional support or assistance that they may need, then follow up with the client after a period of time to check if the problem has reoccurred or if they have any new issues or questions. Use any feedback and follow-up to improve your skills and services, and build a long-term relationship with the client.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?