Remote support software 2025

Give your IT support teams the tools they need in the hybrid working era, says Dave Mitchell, who puts four of the leading contenders through their paces

- 

IT support teams are essential for efficient business operations, and no company would survive long without them. Flexible and hybrid working practises bring new challenges, though, as technicians are expected to provide fast and effective support no matter where staff are working from.

"Before implementing a remote support solution, it's important to understand the associated security risks and mitigate them"

Telephone support can be inefficient and frustrating as it's often impossible to fix a problem without having access to the user's device. It's also far too expensive and time-consuming for technicians to personally visit users every time they have a hardware or software issue.

Remote support software is the perfect solution as it puts staff in front of the user's workstation without having to be physically present. Even better, cloud-hosted products allow them to diagnose and fix problems from the comfort of their own desk, even if they're also working remotely or at home.

Flexible working is driving an unprecedented demand for remote support products, and intense competition has forced prices down making them highly affordable for SMBs - and even those with a support department of one. In this month's guide we look at cloud-hosted support solutions from four of the big names - LogMeIn, NetSupport, IDrive and Zoho - and help you choose the one that best fits your working practices.

Safe houses

Cloud-hosted remote support is ideal for businesses with a mix of office-based, mobile and home workers. They're simple to set up as they don't require a central management server and their subscription-based licensing makes it easy to control costs, with many offering substantial discounts if you sign up for longer periods, along with options to upgrade or downgrade as required.