Remote support technician logging/tracking software?
Posted on 2012-03-13
I am interested to see if anyone out there can point me in the right direction, I am looking for remote support technician logging software/service.
I am the I.T. Manager for a medical device manufacturer and we have a customer support department that uses "remote control" technologies to assist customers with our machine where it may be installed.
As part of our ongoing process of not only improving infrastructure but also FDA, HIPAA, ISO regulatory audits we need to be able to track what support personnel are doing.
There will be a dedicated "remote support" pc (we are a very small company) and it will be locked at all times unless a user logs in. From there I'd like to track:
When they logged in, what websites they went to if any, what VPN connections were established (connection time, disconnect time), if any files were transferred. Possibly even record the screen.
Your suggestions and insight are much appreciated!