The Remote Assistance service provides BeyondTrust Remote Support (formerly Bomgar) to allow a Cornell technical support provider (TSP) to access an end-user's computer in order to resolve a problem without having to talk the user through often elaborate or confusing procedures on the phone or carry out an on site visit.
BeyondTrust Remote Support allows TSPs to share a user's view of their screen, transfer files, view information about system configuration, and carry out other activities in order to support the computer. By default, BeyondTrust Remote Support is configured to require user consent before each type of access is granted.
Applications similar to BeyondTrust Remote Support include GotoAssist, LogMeIn or Teamviewer. BeyondTrust Remote Support is not comparable to Windows Remote Desktop (RDP). With RDP, a TSP accesses a computer via a separate user context than the end-user and does not see their screen. BeyondTrust Remote Support is more like Windows Remote Assistance or VNC, where the the TSP actually acts as the user and views the same screen that the user is viewing.