Remote desktop and support tools allow a person to view and control another computer over the network. They cover remote access to office PCs and servers, unattended access for administrators, screen sharing for helpdesks and support sessions with customers. IT departments and managed service providers use them daily.
These tools create a privileged path into endpoints, so the question is who operates the connection. In a typical hosted design, a relay or broker run by the vendor authenticates devices and routes sessions, and the vendor holds the account database and session logs. Check how sessions are encrypted, whether the vendor can see session content, how credentials for unattended access are stored, and whether multi-factor authentication and approval prompts are enforced. Recording and file transfer should be controllable by policy. A compromised vendor account can open the door to many customers at once, which is why supply chain security matters under NIS2.
When choosing a European option, look for the ability to run your own relay or broker, EU-hosted infrastructure, detailed audit logs you can export to your own systems, role-based access for technicians, and clear terms on session recording. Consider whether built-in operating system tools already cover part of your need.