Understanding the Benefits of Remote Tech Support

Remote tech support is a way for a tech­ni­cian to diagnose a problem, expe­ri­ment with possible steps to solve the problem, and verify an imple­mented solu­tion – all this via the Internet. The tech­ni­cian remains at his work­sta­tion. The malfunc­tio­ning computer stays where it is, too. Desktop sharing soft­ware feeds rapid-fire screen­shots of the problem computer’s screen to the remote support trouble-shooter. It also captures their keys­trokes and mouse clicks, sending them through the Internet to the distant machine.

Remote Tech Support Saving You Time and Costs

As you can imagine, this cuts the amount of time needed to solve a computer problem down tremen­dously. This can in turn reduce the cost of support. The whole process flows more smoothly using remote tech support compared to a remote support tech assi­stant giving computer repair inst­ruc­tions over the phone and blindly trying to infer what is happe­ning on the problem machine based on descrip­tions from a possibly non-tech­nical computer user.

Remote tech support can result in bene­fits of scale as well. Each inde­pen­dent solu­tion of a problem is faci­li­tated by giving the remote support tech­ni­cian more direct access to and feed­back from the problem machine. The more an indi­vi­dual employee and computer user is assisted via remote tech support, the greater are the resul­ting bene­fits and profits for the company espe­cially those with several hundred employees.

Almost all computer problems can be resolved and many other tasks can be completed using remote tech support. Virus removal, scan­ning for spyware, instal­la­tion of drivers, instal­la­tion of new busi­ness soft­ware and soft­ware upgrades are commonly handled remo­tely. Even processes which require a reboot are not a problem, as the remote tech­ni­cian can connect again as soon as the computer has resumed running. Failing hard­ware must be repaired in person, although diagnosis can some­times be done remo­tely. Of course, Internet or network connec­tion problems would prevent a remote support tech from connec­ting to the problem machine at all. Any such situa­tion would need to first be resolved.