Remote desktop control software has long been used by computer support techs to provide long distance help over the phone. Using it does require that the user's computer has no issues with power or network connection though. Once those two requirements are met, you can use remote control software to help walk users through the steps on their computers or take control of the mouse and perform the operations for them.
One useful free software that I discovered through our ILS vendor is logmein.com. This remote desktop software only requires an Internet browser to easily access another computer's desktop. I found it easy to use and install. There is of course other remote desktop software available like Window's built-in Remote Desktop Connection, but I found it hard to configure. Logmein has a free personal version that I have used to support my friends and family. Another advantage is that if you have basic Internet, you can use it via your browser without having to ask the network administrator to open up any special network ports. So if you're looking for a free and easy to use remote desktop control program, try out logmein.
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