![]() ![]() As a result, Help Desk personnel are generally reduced to asking a series of simple questions to try to isolate the problem the user is having. Because of their general inexperience and lack of technical knowledge, end users may try to describe their problem using nontechnical, inexact language. For example, end users often have difficulty describing the exact nature of the problem they are having. As a result, supporting users is often both time-consuming and costly for large enterprises to implement. Unfortunately, conventional technical support provided over the telephone or using chat tools is generally cumbersome and inefficient. Supporting end users is an essential function of IT departments and the corporate Help Desk. This chapter examines how Remote Assistance works in Windows 7, how to use it to support end users, and how to manage it using Group Policy and scripts. With increased Group Policy support, command-line scripting capabilities, session logging, bandwidth optimization, and more, Remote Assistance is now an essential tool for enabling enterprises to support users in Help Desk scenarios. The Windows 7 operating system builds on these earlier improvements with Easy Connect, a new feature of Remote Assistance that makes it easier than ever for novice users to request help from expert users and for experts to offer help to novices. Remote Assistance (RA) in Windows Vista included improvements in connectivity, performance, usability, and security along with feature enhancements that make it even more useful than Remote Assistance in Windows XP was. Implementing and Managing Remote Assistance ![]()
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