What are the most common desktop application support tools for Technical Support?

Cmd for sure first one, anydesk, teamviewer or similar, if we are talking about corporative support of course must have vpn, zscaler or similar, in my atual position also a sccm, intune, azure, powershell, service now, salesforce and it goes and a lot more...

In my experience TeamViewer is best for corporate support, we can easily get into remote access as it’s setup for org level and you’ve access to the all systems without being asked for password. For normal user remote support I would suggest Windows inbuilt Remote assistance tool.

If you're managing one computer at a time, RDP and other screen sharing tools are useful. However, when you managing multiple computers at a time and oversee the management of thousands of systems, you need a less hands-on approach. I use PowerShell daily to accomplish just that. I suggest starting to use PowerShell when you are just managing a few computers. It will make your transition to managing thousands of computers easier.

Common desktop application support tools I encountered during my career: 1. Remote Desktop Software: Tools like TeamViewer, AnyDesk, and Remote Desktop Protocol (RDP) 2. Help Desk Software: Systems like Zendesk, Freshdesk, and Jira Service Management solutions. 3. Screen Sharing Tools: Applications like Zoom, Microsoft Teams and Google Meet 4. Virtualization Software: Virtual machines and emulators like VMware, Citrix and VirtualBox 5. Remote Troubleshooting Tools: Tools for diagnostics, such as Windows Remote Assistance 6. Knowledge Base Software: Platforms like Confluence and MediaWiki 7. Collaboration Tools: Slack and Microsoft Teams, Google Hangouts

Not just a tool but another method to run or troubleshoot remotely without engaging the user is far more critical and time-saving. I love how Powershell remoting could give a system's local run time from PowerShell. PSexec is another option I use sometimes, and I know most professionals still rely on it. Tools like zoom are also good as they allow remote desktop sharing with admin credentials as well, which is missing with microsoft teams.

for the first level support, better than Windows Info tool Win+R type msinfo32 press OK. All HW info needed are there No crappy software or unknown open source tools

I would prefer system info as the best information-gathering tool for HW and OS -Go to cmd and type systeminfo.exe or in Run>msinfo32.exe

Another simple and goto Windows command tool is DXDIAG, It provides you all the important information you will need to know about the system, display, sound and input.

The number one most useful tool in our inventory for finding information about computers in our domain has to be PDQ Inventory. With the fully licensed version, you can create custom queries to find which computers have certain things, like less than a given amount of RAM, or a certain GPU, or even which monitors we're using. I could not accomplish some of the things I do on a daily basis without this utility. Ivanti's Security Controls is a close second (I would add to this that, LANDesk is very comparable to PDQ Inventory, but a bit more pricy).

Sempre intalo e configuro o BGINFO para configura??o padr?o do meu setor no caso do usuário precisar informar rapidamente alguma informa??o. e para informa??es mais especificas Win + R > msinfo32 > Enter. E para demais informa??es utilizo Zabbix + Grafana para cria??o das Dashborads necessárias.

Leverage system restore points. This tool allows you to roll back the system to a previous state, helpful when troubleshooting issues caused by recent changes or installations. It's a powerful feature often used in desktop application support.

If you are a system administrator - one tool that I always make sure to have is HBCD. It's essentially all the tools you need in 1 big bootable CD. All tools you need to fix and troubleshoot PC's.

A few tools I've found useful are process explorer, process monitor and disk usage from sysinternals. Also Powershell for searching and filtering event logs.

To solve problems in the system Registry in one click - CCleaner. Also among the basic CMD commands is sfc /scannow. gpupdate -force will be useful among the corporate segment Also, do not forget about the Event Viewer and Resource Manager - they will also help to track and localize the error in the system

Sometimes we like specific oriented base tools, but if you wanna be prepared, a kind of swiss-knife would be MobaXterm, you can emulate inside your windows workstation a linux terminal, you can use RDP, SSH, save the sessions, you can use network scanner, you can execute a command into several terminals typing once, the uses are vast Another one would be Notepad++, with this I can search (ctrl+f) into several files inside a folder, this helps immensely if you have 1GB of logs or even 10..

From my experience - it doesn't matter which documentation tool you use, they are all pretty much the same. What is important is to REALLY USE IT. Write everything you can, it's better to have too much knowledge articles than to have to little. If you see an issue that affects a few customers - write it down, it will help the following customers fix it by themselves and not open a ticket. If you think that a process is too long or hard - simplify it in an article. Write FAQ's. Bassicly everything!

Implement collaborative note-taking platforms. Tools like Google Docs or Microsoft OneNote allow real-time documentation and sharing of support activities. This fosters efficient teamwork, ensuring all members are well-informed about ongoing interactions and solutions provided.

Confluence and Jira are both excellent not just for management of tickets, but also for the congregation of data to compose knowledge base articles. The key is, as always, to write down everything, everytime that there is an issue, so that there is a build up of enough data to have a knowledge base article! Often times it's not so much the doc tool, but creating the doc itself!

I find Notion to be an exceptional tool for all my documentation needs. Notion allows me to structure and organize information the way I want to, making it ideal for creating comprehensive documentation. Whether I'm building a knowledge base, a project wiki, or a personal reference library, Notion's ability to nest pages and databases within one another helps me maintain a clear and hierarchical structure. I also appreciate the ease with which I can embed various types of content, from text and images to interactive elements like calendars and Kanban boards. Plus, the collaborative features make it effortless to work with teams, ensuring that our documentation is always up to date and easily accessible.

From past experience, I prefer Teams for chat and meetings. It is easy to use, simple to follow, and has the functionality needed for the majority of issues. Webex is up there for meetings and conferences as well, it is quite simple to use and follow. Outlook is my email of choice and it is very easy to modify to your needs.

Zoho has an excellent collaboration solution which includes Cliq (chat, calls, notes & tasks), streams for team collaboration and message sharing, shared team storage (WorkDrive) and Connect. I absolutely love these tools as well as their productivity suite!

At my previous workspace we used Zoom, Teams and Skype- the integration into Windows platform made it easy. Conversely, at my present work place we use Google Workspace, which utilizes Meets. When choosing a communication tools service, it's important to not just look at price, but at ubiquity, ease of use and security concerns (per data collection and GDPR rules, for example).

Existem diversas ferramentas de comunica??o atualmente algumas dessas possiu uma gama de possibilidades onde reuni?es online transforma em documento, migrando automaticamente para uma slack, e/ou project. Do simples ao completo e/ou complexo, analise seu ambiente e implemente a melhor solu??o para suprir suas necessidades.

I would highly recommend both Udemy and Coursera. LinkedIn Learning has a number of courses but not as familiar with it personally. Coursera has some Google Certs from a partnership program that serve as an entry-level for some Tier 1 roles or public sector employment. Udemy has a wide variety of options and content.

I would high recommend Udemy and Coursera- these platforms have collaborative relationships with educational institutions and businesses, and the platforms' design makes it easier for working people to learn information and apply it to every day tasks. Youtube is a great casual resource BUT can be scattered, as most videos are presented by single creators who upload content. The same can be applied to Reddit. Amazon (AWS) is really good, but you MUST know what you need- it's geared towards very targeted training.

A known fact is that we will need more people formed into IT, focusing into Cybersecurity, I advice getting to know EC-Council, they have great free training to start getting a feel, also provides programs for certifications and courses that simply give you an edge, and its fun to learn and starting to connect the dots

If you use a Mac - a tool called Clipy is your best friend! It lets you save your clipboard history and access it very easily, but more importantly - it let's you define snippets that you can use anywhere. I use it to define code snippets for faster use of the terminal, for snippets of stuff I repeat often in emails, for personal information like email addresses etc in order to nnot write them all the time, etc. It's an amazing time saver!

Write your own tools, to do things that existing software doesn't. It can take a lot of effort at first, but if you find some repetitive tasks that have steps that are easy to miss, this should be somehow automated into a tool.

Windows 10 have a tool to remote conection only press left ctrl+win+q, this tool allows you to give and receive support as Tha case may be