VIRTUAL
HELPDESK

A Virtual Help Desk allows IT support organizations to virtually deploy personnel as required to support the administrative needs of corporate computer users. The virtualization of the support function permits the efficient management and allocation of resources and personnel independent of the physical location of the employees.

Remote access, shared webconferencing, and incarnations of remote desktops permit ubiquitous support of a widely distributed workforce. The Virtual Help Desk is closely aligned with the proliferation of Software-Defined Networking (SDN), which is an approach to networking in which control is “virtual,” often remote, and nearly always decoupled from the physical infrastructure, allowing network administrators and support personnel to administrate a network fabric across multiple vendor sites and multiple installations of heterogeneous equipment.

Although the virtualized scenarios significantly improve resource management by increasing efficiency and supporting peak demand through a virtualized workforce, the overall challenge of security is magnified by the need to permit wider access for employees. For example, the traditional local help desk would only have privileged access to a particular physical or location or domain. The Virtual Help Desk employee might have access to a broader, more global distribution of facilities or, in the case of outsourcing, have access to facilities of more than one client company. In this case, “leakage” of sensitive data between companies or even wholesale “Snowden”-like data exfiltration is a major challenge.

SPYRUS Windows To Go drives make an ideal configuration for privileged users staffing Virtual Help Desk functions from remote locations, providing true secure trusted endpoints. The enterprise can enforce access to only the permitted network and/or domains and prevent local access or data storage. This is particularly important when the Virtual Help Desk is provided as an outsourced service, whereby an organization may have multiple independent clients and needs to assure the customer that data leakage between clients does not occur. In addition, the SPYRUS Windows To Go devices provide an outstanding solution for the challenges involved with supporting trusted endpoints from heterogeneous computing environments. The full spectrum of features provided by the SPYRUS family of Windows To Go devices assure a secure, managed endpoint that is an extension of the corporations IT infrastructure.

For highly cost effective, simple application work that either accesses a remote systems administration portal or executes a proprietary VDI application, the enterprise can supply Virtual Help Desk employees with a 32 GB SPYRUS Windows To Go drive provisioned with the Read Only (RO) option. The RO options permits the employee to boot securely from untrusted remote computers and reduces the potential for transferring malware to the corporate network from the personal computer. The RO feature also helps prevent data leakage of corporate data assets since data can not be persistently stored to the live drive. For secure access to the corporate network, the embedded Rosetta micro smart card security controller can store the VPN key and certificates for hardware two-factor authentication to the VPN, corporate networks or even doing smart card log on to the operating system on the SPYRUS Windows To Go live drive.

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