Providing Access for the HelpDesk

We can work with many access systems and services but we have some that we prefer for security and performance reasons. 

Single Node Access (Windows, MacOS and Linux via GUI)

We prefer Anydesk (anydesk.com) as this provides a simple, secure and auditable method of access for the team on the HelpDesk. Anydesk can be installed in unattended mode for repeated unattended support, or simply installed/loaded as needed. 

Single Node Access (Linux via SSH)

We are able to connect with IPSec, Wireguard or NetBird for remote access. We prefer NetBird as this is tightly integrated with the HelpDesk system and brings up tunnels as needed for your tickets.

LAN Access (Any)

We prefer NetBird exit nodes for this although we can and do also use IPSec for larger estates. We would generally always have two or more exit nodes enabled so that we have some resilience, and/or IPSec as a backup. 

Resources

AnyDesk After installation, Anydesk will provide an anydesk address - this is what you paste into the ticket for remote access. You can find instructions on how to download, setup and enable unattended in the Remote Support section of this FAQ. 

NetBird (Do not just install NetBird, a specialist will walk you through the process to join our mesh).