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ManageEngine adds remote troubleshooting to Mobile Device Manager Plus

Remote control, remote view and support for users’ Android devices among key highlights

ManageEngine adds remote troubleshooting to Mobile Device Manager Plus
Venkatachalam: "When faced with device problems, employees don’t want to spend their time trying to resolve the issues."

ManageEngine has announced the addition of remote control for Android to its enterprise mobility management (EMM) solution, Mobile Device Manager Plus.

Available immediately, the new feature allows IT admins to remotely troubleshoot users’ Android devices running Android 5.0 Lollipop and above.

When mobile employees require assistance — be it launching an app containing corporate information or opening a file attachment they downloaded — their first step is typically to reach out to the IT help desk via email, chat or phone. While they will resolve the issue, these methods are time-consuming as they involve multiple exchanges between the employee and the help desk staff. With remote control, help desk technicians can resolve these issues much faster because they can access employees’ devices and troubleshoot issues directly.

Mathivanan Venkatachalam, director of product management for Mobile Device Manager Plus at ManageEngine notes that mobile devices are quickly catching up to desktops and laptops as the go-to devices for performing tasks. Industry analysts predict that by the end of this year, there will be approximately 2.4 billion enterprise smartphone users globally.

“When faced with device problems, employees don’t want to spend their time trying to resolve the issues. With the addition of remote troubleshooting in Mobile Device Manager Plus, administrators can access employees’ mobile devices remotely at any time and provide support on the go,” Venkatachalam says.

Other highlights of the new Mobile Device Manager Plus remote control feature include, remote control ability allowing admins can take complete control of a user’s Samsung device to view its current condition and provide support.

For non-Samsung devices, admins can view the device screen in the same way they can share the screen of a desktop. Further the solution allows users to grant permission before admins take control of their device.

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