© Mike Halsey 2019
M. HalseyThe IT Support Handbookhttps://doi.org/10.1007/978-1-4842-5133-1_16

16. Remote Support Tools

Mike Halsey1 
Sheffield, UK

Being able to support computer users locally can be a godsend. They can give you valuable information, point at things that aren’t working, and be reactive when you think of something else to ask, and you can show them what went wrong so that in the future they can either fix a recurrence themselves or, better still, prevent the problem from recurring in the first place.

There’s a downside to having the user with you however. They can hover over your shoulder, ask what you’re doing all the time, and just generally be quite annoying. It’s not that they mean to, it’s that their computer is a precious ...

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