by Boatner Blankenstein published

Backoff Malware – Time to Step up Remote Access Security

Another day, another security breach. Today, it’s a number of breaches that may or may not tie together, but all seem to have one thing in common: poor remote access security. Most notably, the US Department of Homeland Security has issued an advisory regarding the “Backoff Point-of-Sale Malware,” which has been associated with several PoS data breach investigations.

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by Liz Richardson published

Improving ITSM Metrics with Remote Support

Remote support is key when it comes to fast incident resolution in a multi-channel contact center. And improving time-to-resolution is at the heart of so many ITSM metrics. What types of metrics can you capture using remote support technologies, and how do you analyze those metrics?

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by Liz Shulof published

Ryan Gosling Takes a Tech Support Call

It’s Friday. And summer. We all need a break. So this: A tech support call with Ryan Gosling’s character from The Notebook. Enjoy.

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by Joel Patrick published

Staying Connected with Bomgar Using Extended Availability

Staying Connected with Bomgar Using Extended Availability

Earlier this year, we introduced you to the concept of Staying Connected with Bomgar Extended Availability. We have taken it one step further with a tips and tricks video highlighting this feature. Often overlooked, this video will help show the value that this feature can provide to your tech support team!

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by Liz Shulof published

Botnet Targets RDP to Compromise POS Systems

Earlier this week, security researchers uncovered a global cybercriminal operation that has compromised thousands of computers, which are actively trying to break into point-of-sale (POS) systems using brute-force techniques to guess remote administration credentials.

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by Jeremy Curley published

How Remote Support can Reduce Volume for the Service Center

Now more than ever, IT organizations need tools and processes that can help extend support while also reducing costs.

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by Liz Richardson published

Top 12 Pieces of Sage Advice from One IT Pro to the Next

Thinking of becoming an IT professional? Just getting your feet wet in the world of customer support? That’s great! IT pros are in demand and the future is looking bright for the technically savvy. But a tech support career is not all butterflies and rainbows. There’s a lot of hard work, long hours and frustration ahead, and chances are you could use a little advice along the way. So, whether you’ve just landed your first service desk job or are the go-to techie for your co-workers, friends, family and boss, here are some words of wisdom and encouragement.

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by Bryan Hood published

Battling Bruteforce RDP Attacks

The team here at Bomgar asked ourselves, “What if you could easily access RDP-enabled machines both locally and remotely without complex firewall configurations or VPNs while keeping your network secure?” Turns out you can!

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by Boatner Blankenstein published

Restaurant Remote Access Breach: A Wake-up Call for Retailers

Yesterday, BankInfoSecurity reported that Information Systems & Supplies Inc. (IS&S), a food-service POS and security systems provider, recently notified customers of a remote access breach that may have exposed card data from POS transactions. The article notes, “IS&S is an independent reseller of POS products sold by software vendor Future POS Inc. Future POS customers named on IS&S's site include restaurant chains such as Dairy Queen and TacoTime.” In a letter to customers, IS&S said a LogMeIn account used by the company to remotely support customers was breached, and they have reason to believe that the data accessed could include credit card information.

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by Justin Brock published

Infographic: Using Bomgar with Your Help Desk, Service Desk, or Systems Management Tool

Bomgar ITSM/Service Desk Integration

Ever wish you could remote desktop to a server directly from the alert in your systems management tool? Have you ever wanted more context about an employee's previous interactions with IT before you started helping him? Do you want to know how people really feel about their support experience? Have you ever thought, "Man, it'd really be for the ticket to be automatically updated with all the [troubleshooting steps I took | things the customer said about her issue | eloquent (or snarky) notes I made post-session] without having to type that in manually"? All those troubles, and more, are satisfactorily solved when you integrate Bomgar with your service desk or systems management solution. We made a little infographic to demonstrate how.

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