In information technology (IT), remote support tools are IT tools and software that enable an IT technician or a support representative to connect to a remote computer from their consoles via the Internet and work directly on the remote system. Although its main focus is the access to computers located anywhere in the world, the remote support applications also provide features like file transfer, desktop sharing, file synchronization, command line or guest accessibility.
Remote Support technology tries to reduce helpdesk centers cost-issues – all transport-related expenses are immediately trimmed down, for instance. Modern day technology enables that any technician using Remote Support is able to assist a customer just like it was physically side-by-side. Technologies and tools like live chat, VoIP and desktop sharing enable a direct intervention in the remote system.
• Desktop sharing is a common name for technologies and products that allow remote access and remote collaboration on a person's computer desktop through a graphical Terminal emulator.
The most common two scenarios for desktop sharing are: Remote login and Real-time collaboration.