LogMeIn brings operator-grade remote support

USA: IT professionals, service providers, and mobile operators can now provide advanced remote support for Samsung, HTC, Motorola and Sony Android devices using the same tools and capabilities used by many of the world’s biggest and most demanding operator and OEM helpdesks.

LogMeIn has introduced a new update for LogMeIn Rescue, its flagship remote support and customer care offering, that provides over-the-air (OTA) capabilities for configuring, diagnosing, troubleshooting, and when necessary, remote controlling the world’s most popular Android smartphones and tablets.

Offered on demand, without the need to pre-install software on devices, the capabilities work in conjunction with a free, downloadable app in the Google Play market, making them ideal for bring-your-own-device (BYOD) work environments and mass support for Android devices entering the workplace.

As a result, virtually any IT professional, managed service provider (MSP) or operator can  now add remote support of the world’s most popular mobile operating system to their overall helpdesk services.

LogMeIn made the announcement at Mobile World Congress 2013.

“Mobile operators and OEMs have been at the forefront of delivering mobile device support, and we believe their experience will prove critical to how businesses look to support employee-owned devices entering the workplace,” said Kevin Bardos, VP of Customer Care Products, at LogMeIn.

“With the new release of Rescue, we’re taking the capabilities built for – and refined in – these operator and mobile OEM environments, and delivering them in a way simplifies the support experience for device owners and the IT teams tasked with keeping them productive.”

LogMeIn Rescue is used by customer service and support staff at more than 50 of the world’s leading telecom companies and thousands of the most demanding helpdesks to remotely configure, diagnose and troubleshoot millions of smartphones, tablets, PCs and Macs, as if the device were in their hands.

With this new release, IT professionals or service providers can use Rescue to quickly support users of any Samsung, HTC, Motorola, and Sony Android device running Android OS version 4.0 or higher, including popular Android models, like Samsung’s Galaxy SIII and Note 2, the HTC One series, Motorola’s Razr series, and Sony’s Xperia line.

Once called for assistance, helpdesk technicians can simply ask a user to download a free Rescue app in the Google Play market, and then prompt the user for permission to access their device.  Within seconds, the helpdesk technician can:

* View and remotely control an end-user’s device for troubleshooting and teaching.
* Pull system information to diagnose the health of a device.
* Push configuration settings like email, WiFi and APN settings.
* Transfer files to and from a device as needed.