Remote Support software for multiple office location and different AD ?

Hi People,

I'm currently investigating Remote Support tools for my workstations users spread across multiple differnt IP subnet and geographical locations globally. Here's the background:

Single AD domain but multiple AD sites/Subnets across 3 different continents
Workstations are using: WIndows 7, 8.1 up to Surface 3 Pro Win 10.

and I wonder if anyone can suggest me which software to try and use with the following requirement:

1. Remote user must be alerted as courtesy before accepting/allowing remote assistance.
2. IT Team should be able to find or connect directly to the workstation without having to ask the user computername / IP address. So there is way to map & dynamically update the existing logged in username with the computer name.
3. ability to transfer files in/out two ways.
4. IT Team should be able to remotely support the user with just wifi / interent conention with no VPN software conention to the Head office.

Any kind of suggestion and help would be greatly appreciated.

LVL 11
Senior IT System EngineerIT ProfessionalAsked:
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NVITEnd-user supportCommented:
Take a look at LogMeIn Central
Senior IT System EngineerIT ProfessionalAuthor Commented:
Hi NV, it is for internal company use not as a Service Provider to do remote in with regular access.
Adam Andersoninfrastructure consultantCommented:
Teamviewer is great and very powerful for this solution.
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Senior IT System EngineerIT ProfessionalAuthor Commented:
Does it have live / dynamic address book that can be used / shared among the IT team to access the most updated user workstations ?
William FulksSystems Analyst & WebmasterCommented:
Check on Dameware. It has a ton of options that lets you also check running processes, do registry edits, and much more besides just remote desktop.
Senior IT System EngineerIT ProfessionalAuthor Commented:
Dameware still doesn't have live address book which maps user account to the computer they logged on.
NVITEnd-user supportCommented:
How about built-in Remote Desktop?
Senior IT System EngineerIT ProfessionalAuthor Commented:
@NVIT: yes but somehow with the Remote Assistance it doesn't give me the way to map username into AD computer object ?

My users mostly don't know how to find IP address and it is quite challenging to ask them for IP config address value :-|
NVITEnd-user supportCommented:
>  with the Remote Assistance it doesn't give me the way to map username into AD computer object
If IT person gets an RA email from user, he just clicks the link, which starts the connection. Then, user gets the connection request to allow or disallow connection.

Would running psloggedon work? That way, the IT person can run psloggedon username to see what computer the user is logged on to. Of course, this assumes IT person knows the username.
Senior IT System EngineerIT ProfessionalAuthor Commented:
ok, does Remote Assistance is the builtin windows 7 and above user assistance service ?
how can they send out email to grant the access ?

will it works if the IT support team is in the HQ behind firewall and the user is in their home WiFi ?
Senior IT System EngineerIT ProfessionalAuthor Commented:
ok, using the PSLogged on, I cannot get the computer name after waiting for more than 5 minutes:

Error opening HKEY_USERS for Site12DESKTOP02
Unable to query resource logons
Error opening HKEY_USERS for HQ81SURFACE
Unable to query resource logons

Open in new window

so it is not really works for normal user account I guess.
Adam Andersoninfrastructure consultantCommented:
for the above to work you need to turn on remote registry service.

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Senior IT System EngineerIT ProfessionalAuthor Commented:
Ah.. so turning on the Remote Registry in all domain joined workstation and servers. Is there any Group Policy to do that ?
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