CUSTOMER STORY

Supporting high-security financial terminals and investment systems under strict control

A scenario where the help desk remotely checks authentication, VDI, dedicated-program, and printing issues on the work terminals of investment, risk, and management teams. Session approval, agent permissions, and work logs are tightly managed, serving as an internal-support system for an organization handling sensitive financial data.

ClientKorea Investment Corp.

ProductANYSUPPORT · PC

Use TypeFinance · Internal support

BACKGROUND

Background

UsersInvestment staffInternal help deskSecurity manager

Challenge

A high-security investment environment demands stronger access approval and audit trails than a general help desk.

Key Objective

Design for controllability and work evidence first, ahead of remote-support convenience.

After

Stronger control in high-security environments
Faster response to specialized-program failures
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

Investment staff

Register incident ticket

Inquiry no. · consent

Internal help desk

Verify user identity

Session ID · agent

Internal help desk

Approval-based remote access

Issue type · action log

Security manager

Fix the work terminal

Approval · handoff · change

Detailed Scenario

A scenario where the help desk remotely checks authentication, VDI, dedicated-program, and printing issues on the work terminals of investment, risk, and management teams. Session approval, agent permissions, and work logs are tightly managed, serving as an internal-support system for an organization handling sensitive financial data. Design for controllability and work evidence first, ahead of remote-support convenience.

OPERATION

Security Controls

Prior consent from customer or user
Role-based agent access
Screen limit/masking on sensitive-input areas
Audit of session and action logs

Operational Risks

Accessing without user approval
Agents viewing more screens than needed
No cause/knowledge accumulated after a quick fix

PERFORMANCE

Recommended KPIs

Average incident handling timeBaselines and targets to be set from real operational data

First-contact remote resolutionBaselines and targets to be set from real operational data

On-site-visit replacement rateBaselines and targets to be set from real operational data

User return-to-work timeBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define internal-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average incident handling time and first-contact remote resolution, and expand standard playbooks.

Supporting high-security financial terminals and investment systems under strict control

Background

Challenge

Key Objective

After

Remote Scenario

Register incident ticket

Verify user identity

Approval-based remote access

Fix the work terminal

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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