Introduction

Presently, remote access is gaining tremendous popularity because workplaces are becoming more distributed due to the Covid-10 pandemic. Cybercriminals are capitalizing on the element of fear to trick victims into revealing their sensitive data and information.

Remote connections are providing many potential avenues to malicious actors. Ineffective remote desktop software tools may involve vulnerabilities and flaws that cyber pests can exploit to penetrate your system or network. Therefore, before choosing your remote desktop software, it is important to note whether it is offering some must-have features that we will discuss in this article.

1. Secure Deployment Packages

Cheap or free remote desktop tools are risky and easy targets of adversaries. The examples include VNC and Remote Desktop Connection Manager. To ensure that your remote desktop tool is secure and safe, you need to verify that whether this software offers secure deployment packages or provides access control with a closed user group.

2. Security and Privacy with Multi-Factor Authentication

The remote desktop software tools must ensure the security and privacy of users and organizations. To this end, this remote security solution should incorporate Multi-Factor Authentication (MFA).

The MFA is an electronic authentication method that encompasses Two-Factor Authentication (2FA) whereby the access is granted to corporate networks or resources only after successfully providing two or more pieces of evidence, also known as factors, to the authentication mechanism, rather than just asking for a username and password. The user must prove that he is who he says he is. The MFA is a key component of a robust Identify and Access Management (IAM) system. The MFA is based on three types of information, including:

  • Knowledge: something you know such as PIN or Password
  • Inherence: something you are such as biometric
  • Possession: something you have such as a smartphone or badge

Using MFA, your remote desktop software can provide the best features, such as:

  • Allow remote sessions for the individual users
  • Enable or block access to company digital assets
  • Allow access to only particular resources
  • Restrict unauthorized installations within the network
  • Allow file transfer capabilities to the only specific department

3. Scalability and Flexibility with Conditional Access

In remote working, it is difficult to monitor the network activity of each employee. Each organization has unique security policies and protocols and workers must comply with them while working remotely. To make this possible, the remote desktop services solution must align employees’ usage and access with the company’s policy requirements. In other words, there should be no access to all assets. Rather, limited access should be provided that is necessary to perform the intended function.

The conditional access should work as a firewall for your corporate network. It should automatically allow or deny connections based on the way you have configured it. In addition, this feature provides more scalability and flexibility than an on-site approach.

The conditional access is similar to the Principle of Least Privilege (PoLP) rule that offers the least authority or minimal privilege to users so that they can access only the resources and information that are necessary for a legitimate purpose. The sole difference is that the PoLP is mostly applied to on-premise work, but the rules are the same for remote work.

4. Integration

A single cybersecurity tool is inadequate to do everything. Multiple tools can play a crucial role in forming an integrated cybersecurity solution. These tools through integration can function collectively.

Lack of integration can be increasingly problematic. According to a Bricata Survey – namely “The Top Challenges for Network Security in 2019” – tools that do not talk to each other are ranked in the top five on a long list of challenges. If each tool works separately, its effort will be isolated.

To address these challenges, integration is a must-have feature. Therefore, the remote desktop software solution must offer integration to support your favorite business applications such as Microsoft Intune, Microsoft Teams, Salesforce, IBM Maximo, ATLASSIAN, Sophos, Amazon WorkSpaces, and so on.

With integration, you don’t need to switch among multiple applications. Rather, a remote desktop service tool provides a single console to monitor all applications at the same time.

5. Application Whitelisting

Sometimes, your organization doesn’t allow you access to all applications. You are also not allowed to access all websites in some circumstances. Application whitelisting allows you to control the network and permit only those things that are on the whitelist.

Application whitelisting is the critical feature of remote desktop software. With this feature, you can create a list of trusted applications and allow only those applications to run on the managed devices.

6. Audit and Compliance

With audit and compliance as part of your remote desktop software, you can steer clear of compliance issues such as that of the General Data Protection Regulation (GDPR). This feature can automatically record all session activities. Moreover, it monitors activities in real-time and produces a detailed audit log for your next audit without hindering processes of the service desk.

In addition, audit and compliance as a part of your remote desktop service tool can easily produce attestation reports that can identify unique users. It also demonstrates the systems that are connected and define the actions that are taken over the remote connection.

7. Customization

The remote desktop software must provide customizable features that meet the end user’s needs. For example, custom chat allows you to display your organization’s logo and name in the chat’s window. Moreover, you can also ask customers to download the application or fully embed the instant chat application into a web-based application.

Your remote desktop software should also offer mobile app customization. This feature provides users with a seamless way to get assistance within your mobile application.

8. Language Support

Every remote desktop software solution must provide global language support to reach users across the globe. If your remote desktop solution offers remarkable features but supports a few languages, then it would not reap benefits to other nations whose languages are different. Therefore, try to encompass the maximum language support for your remote desktop service tools.

9.  Multi-Session Support

An appropriate and effective remote desktop software tool allows technicians to deal with up to 5 or 6 remote desktop online sessions simultaneously. With multi-session support as a part of remote desktop software, technicians can effectively start and access more than on active remote desktop viewer’s session and multitask among them. Doing so can improve productivity and minimize idle time.

10. Ease of Use

The remote desktop software must be easy to use for both agents and customers. This feature can help boost customers’ satisfaction scores and employees’ satisfaction metrics with a smoother customer and employees’ experience.

The Way Forward (Conclusion)

The companies that provide remote connectivity rely heavily on best-in-class remote desktop tools to increase first-call resolution rates, decrease call handling time, and satisfy their end-users. The remote assistance technology must provide all the tools that technicians need to quickly diagnose and resolve problems. Your remote desktop software must include excellent features that offer the latest remote support capabilities, including a secure deployment package, security and privacy with multifactor authentication, scalability and flexibility with conditional access, integration, application whitelisting, audit and compliance, customization, ease of use, and language support.