I do technical support every day helping people solve computer problems of various sorts. The process is that they describe their problem in a thread like forums, then I provide step-by-step procedures that they can follow on their problem computer to resolve the problem. This process is so tedious especially the volume of problems reported and the amount of typing required to simply describe the procedures to correct the issue. In most cases, to best help these people, I even need to duplicate the issue, come up with screen shots so that they can relate to the solution process.
The best solution to speed up the process and eliminate tasks of constantly typing step-by-step procedures is to actually do them on the client’s computer. There has to be an agreement from the client’s side to use a screen sharing tool to accomplish the task faster while the client is actually watching what the tech is doing.
There are several tools that can be used for this purpose. Among them are listed below:
For the purpose of demonstration, I will show you how to use TeamViewer in doing a screen sharing session especially helpful for technical support.
- Go to the Teamviewer web site at http://www.teamviewer.com
- In the front page, click on the big Download button to download the tool for free
- After downloading the file called TeamViewer_Setup.exe, please locate it then double click to run the tool
- Then you have 2 options to run it: 1) is to Install, and 2) is to Run it
- If you want to keep the program in your computer, I suggest that you install it. This is useful if you are the technical support person who does several remote access sessions to people you wish to help. But for those people whom the technical person is helping, I suggest that you choose Run instead. It will not install the software, but you can allow the technical person to connect to your computer remotely.
- If you chose to install it, then you can open the TeamViewer program in the shortcut icon created in the desktop or by going to Start => All Programs => Teamviewer. But if you choose to Run, you shall be using the tool immediately. In either ways, you shall get this screen:
- Now, if you are the person requiring or allowing the technical person to connect to your computer, you need to send or give your technical agent your 9-digit ID and your 4-digit password. This way, the technical support person can initiate connection to your computer over the internet. If you are the technical support person, you need to enter the 9-digit ID in the Partner ID box then click on Connect to Partner button. After the connection is initiated, you will be asked for the password. Enter the 4-digit password and you shall be in control of the client’s computer.
IMPORTANT: For the technical support person with active control of the client’s computer using Teamviewer, it is a best procedure to open a Notepad window for note taking regarding the progress or the direction of the troubleshooting activity. You need to inform the client what you are about to do and what is the purpose of the things that you need to do