Help service mode
When helpdesk assistance is needed, the enduser can activate a web link that downloads a small NetOp On Demand program file. A help service name, the enduser’s name and a problem description is filled out by the enduser. The request is automatically queued at the helpdesk center where it waits for the next available helpdesk representative.
Service-ticket mode
Here, end users usually contact the helpdesk by phone. The helpdesk representative directs the enduser to a specific website or e-mails a link from where a small NetOp On Demand program is downloaded. A unique, one-time service ticket is created by the helpdesk representative. This ensures that NetOp On Demand connects to the same helpdesk representative with whom the enduser speaks to on the phone.
Security
To ensure optimal security during the on-line help session, all data exchanged between the enduser and the helpdesk is encrypted with up to 256 bit AES. Access is controlled and verified in both directions.
View the end user’s desktop
When solving a problem, a real-time copy of the enduser’s Windows desktop is displayed on the helpdesk representative’s screen.
Use keyboard and mouse
The helpdesk representative can remotely control the user’s keyboard and mouse if the end user grants permission. Alternatively, the helpdesk representative can point to areas on the enduser’s screen using a secondary mouse pointer.
Transfer files
A powerful, interactive, split-screen file manager allows the helpdesk representative to exchange files with the enduser to provide updates, patches and drivers, and retrieve files for further diagnostics.
Chat
If a voice telephone line is not available during the help session because the customer is using a dial-up connection, the helpdesk representative and enduser can use NetOp’s built-in instant messaging to exchange information during the help session.
Language versions
Host: Available in English, German, French, Spanish and Italian.
Guest (help desk): User interface and online help is available in English, German, French, Spanish, Italian, Portuguese and Japanese. The user interface is available in Arabic, Chinese, Danish, Dutch, Hebrew, Korean and Swedish where the accompanying online help is in English.
- No pre-installed software required
- Operational in seconds – just download a small 650 kb file from a website
- No administrative privileges required to run
- Easy to use – no training needed
- Firewall friendly – initiates session from inside using standard web services
- Licensed per helpdesk representative, not per enduser
- No footprint left at the remote computer
Done in seconds with a simple 5-step support solution
ONE. An end user contacts your helpdesk and downloads a temporary NetOp On Demand file.
TWO. The program unpacks automatically, a service ticket is entered, and it establishes an Internet connection between the end user and your helpdesk representative.
THREE. The end user grants permission to your helpdesk representative to access the remote computer.
FOUR. Your helpdesk representative can now see the end user’s screen, and use his own mouse and keyboard to control the remote computer.
FINISH! When the problem has been fixed, the end user simply closes NetOp, which immediately erases itself from the hard disk. It’s that simple!
NetOp On Demand Host
Computer
Intel Pentium processor 233 MHz or higher or 100% compatible.
Memory
Operating system requirements plus an additional 16 MB.
Platform
Windows Server 2003 Standard, Enterprise, and Web
Edition; Windows XP Professional, Tablet PC Edition,
Home Edition; Windows 2000 Server, Advanced Server;
Windows 2000 Professional; Windows ME, 98 (SE)
Communications
Network adapter with TCP/IP allowing HTTP at port 80;
proxy server support for Microsoft ISA Server 2004,
Squid, KEN!, WinProxy 6.0 and CCProxy.