Remote Help Desk
Many computer problems do not require a trip to the Service Center or an on-site visit. When the computer has a working Internet connection, the PCS Remote Help Desk can often provide the fastest and most efficient way to diagnose a problem and get you working again.
With your permission, Patriot Computer Solutions can establish a secure remote-support session that allows us to see and work with the computer while you remain in front of it. Using Splashtop SOS, you initiate the support session and provide PCS with the temporary connection information. This gives you control over when remote access begins and allows the technician to work directly with the problem you are experiencing.
Remote support is particularly effective for:
• Windows and software problems
• Email and application configuration
• Performance and startup issues
• Printer and peripheral configuration when the device is accessible
• Software installation and updates
• Error messages and unexpected computer behavior
• Security and configuration questions
• General troubleshooting and technical assistance
One of the greatest advantages of remote support is immediacy. There is no computer to disconnect and transport, and there is no need to wait for travel when the problem can be solved online. PCS can examine the computer in its normal working environment while communicating with the person who is actually experiencing the problem.
Remote support also allows the customer to participate in the process. You can see what is being done on the screen, explain what happened before the problem occurred, and ask questions while the work is taking place. For many problems, that direct interaction makes remote assistance both efficient and informative.
Remote support isn’t the right answer for every problem. A failed computer that cannot reach the Internet obviously cannot establish a remote session. Hardware failures and repairs may require the PCS shop bench, while network, wireless, or equipment problems tied to the customer’s location may be better handled through on-site service. PCS uses the support method that makes the most sense for the problem rather than forcing every situation into the same service model.
The PCS Remote Help Desk provides computer support to customers throughout Roseville, Rocklin, Lincoln, Granite Bay, and surrounding communities—and because the connection is remote, assistance can extend well beyond the local service area when appropriate. When the computer can connect to us, many problems can be solved without the computer ever leaving your desk.
For customers who want continuing remote support, PCS can also provide an unattended Splashtop Streamer subscription. Unlike the temporary SOS connection, the Streamer allows an authorized PCS technician to provide ongoing remote support without requiring a new support session to be established each time.
The subscription can also extend beyond remote access. Antivirus protection can be included as part of the service, or PCS can monitor the status of compatible antivirus protection already installed on the computer. The service can also report operating-system vulnerabilities and identify computers whose Windows updates have fallen out of compliance, giving PCS greater visibility into the ongoing security and health of the system.
For customers who choose unattended service, the combination can provide:
• Authorized unattended remote support when assistance is needed
• Antivirus protection as an available subscription component
• Monitoring of supported antivirus software already installed
• Reporting of operating-system vulnerabilities
• Identification of computers with Windows updates out of compliance
• Greater visibility into the ongoing health and protection of the computer
• Faster assistance because the remote-support capability is already in place
This turns remote support into more than a way to connect after something has gone wrong. PCS can help identify missing protection, security vulnerabilities, and update problems before they become the reason for the next support call.