What is Remote Access?
Remote access refers to the ability to access a computer, such as an office computer, from a remote location. This allows employees to work offsite, such as at home or in another location, while still having access to a distant computer or network.
To use Remote Access, a program would need to be installed on the host computer and the remote computer respectively and both computer require an internet connection.
One of the features of Remote Access is the ability to allow the user to take control of a computer system and/or network resource and control it from a distant location.
Is Remote Access safe?
There are inherent risks to Remote Access. Anytime a computer or network is accessed there is the potential for misuse. Because Remote Access is generally used to control a computer from a distant location, the distant user has the ability to steal information, delete files, or install other programs without your knowledge.
If you are using Remote Access software or are contemplating it, there are several key things to ensure:
- The Remote Access programs accessibility is password protected
- Only trusted people are provided the Remote Access password
- Users logoff after they have finished using the Remote Access software
Why use Remote Access?
One of the advantages of Remote Access is the ability to receive help from an IT professional that does not require to be on-site. This means you won’t need to have to wait for a technician to travel to your location, they can remotely access your system and give you professional help in a matter of minutes.
The Telstra Platinum for Business IT team use the remote access program ‘LogMeIn’ to connect to your computer. LogMeIn allows one of our IT professionals to take control of your computer and assist with your IT needs as if they were in the room. This is an easy and convenient way we can help you over the phone.
Unlike other Remote Access programs, LogMeIn requires a code to be entered on the host computer by someone on-site. This code is provided by the IT professional and is not reusable. When the code is used, a session is established and remote access is granted. All work being performed is visible to you on your local computer and access can be revoked at any time. You can do this by either closing the LogMeIn window or pressing the red X that says “End Session” when you hover over it. Once a session has ended, access must be granted by entering a new code. This prevents unwanted access to the remote computer.
Benefits of using Remote Access for tech help
There are several other benefits of using remote access:
- Many tech issues can be resolved with help over the phone
- You don’t have to take your equipment into repair shops or to a technician
- You can see what is being done on your computer
- You don’t have to schedule time to get something fixed, as remote access can be used at any time. Telstra Platinum for Business provides Australian-based, over the phone and online services 24 hours a day, 7 days a week.
Limitations of Remote Access for tech help
There are some limitations with remote access for solving computer issues:
- If your computer has a hardware problem, remote access will be unable to resolve the issue.
- To use remote access programs you need to have an internet connection.
How do I know I am talking to the Telstra Platinum for Business team?
If you are a Telstra Platinum for Business customer you can call us anytime on 13 70 55 for professional IT tech support.
Telstra Platinum for Business may call you proactively to check in on you and offer our assistance to keep your tech optimised and help keep your business safe online. If you do receive a call from someone stating they are from Telstra or Telstra Platinum for Business, and you are suspicious of the caller’s intention, a good tip is to ask for the caller’s employee ID number and end the call. You can then ring Telstra on 13 22 00 or Telstra Platinum for Business on 13 70 55 to verify with an agent if that call was legitimate. The agent can check the notes left on your account to confirm if a call was made from a Telstra employee.
To call your dedicated Telstra Platinum for Business IT team, dial 13 70 55.
Telstra also has advice here on how to know if it really is Telstra calling you.
How do I use Remote Access with Telstra Platinum for Business?
The program Telstra Platinum for Business uses is called “LogMeIn”.
The first time you use it, your Telstra Platinum for Business technician will ask you to find the program on the Telstra Platinum for Business page and download it to your Windows computer.
You can save it to your desktop as a shortcut, or just open the program from your program list called Telstra Platinum.
The icon will look like this:
Steps for finding and downloading the LogMeIn program
The download is currently only available on Windows desktop computers.
- Go to https://www.telstra.com.au/small-business/platinum-technical-support and look for this Remote Login panel:
- Click Download
- Your technician will talk you through the next steps.
When you initiate a Remote Access session with Telstra Platinum for Business you will see this window:
For more information related to Remote Access scams, this Government site also provides some valuable information.
We're here to help
Need some computer or software help? For over the phone support by the dedicated Telstra Platinum for Business team call us on 13 70 55. If using remote access will help solve the problem or make it easier for you, your technician will step you through using it with us.