I spend much of my day doing remote support for numerous clients. Over the years, I've managed to make this process fairly painless and easy. Most remote support engineers assume the biggest roadblock to success is the end user. That is not always the case. It is our job to not only fix remote issues, but to make the task simple for all parties involved.
Of course, I understand that everyone's approach to remote support is different: Different tools, different cross-sections of users, different problems. In the end, however, there is only one acceptable result — success. Here are 10 ways to simplify your remote support efforts and satisfy clients.
1: Be consistent
2: Find the right tool
3: Never panic end users
4: Control your environment
5:Use a headset or Bluetooth
6: Point and click
7: Document calls
8: Have a reliable connection
9: Purchase the software you need
10: Be polite... but be efficient
Work directly with the Audio-Visual Manager. I am responsible for setup, running, and take down of audio/visual (A/V)
equipment used throughout the building. Provide technical assistance and support throughout the building, also provide technical assistance and support during events as requested or as needed. Familiar with the building, its equipment, policies, programs, and services and the day-to-day schedule of events.