Real-time collaboration plays an important role during the help desk process. End-user feedback increases accuracy, and efficiency in some situations, when help desk personnel attempt to resolve common problems. The use of remote administration certainly increases productivity and business continuity, but nothing compares to being present during the problem resolution process. Software that provides remote screen sharing capabilities helps to approximate real-time collaboration.
The Benefits of Remote Screen Sharing
Every help desk incident represents a unique experience. End-user software familiarity and computer knowledge play a significant role in resolving problems in a remote administration situation. Simply accessing and controlling a computer from afar will not necessarily present the most efficient use of time. Visual user input during the help desk session can indicate if the situation arose due to user error or a hardware or software malfunction.
Remote screen sharing provides support technicians with the ability to approximate being present during the support session. The software provides a platform on which to build a true one-on-one support session.
Following are a few key benefits:
* Shared screen support allows the user to demonstrate what led to the incident
* Simple and quick remote access to a computer at any location