Instant computer support is technical support where access is requested by the customer and remains active only for that session. Support is instant as in there is no need to for pre-booking. Subscribers have an icon on their desktop and click it to receive instant computer support or software assistance - most companies operate around the clock. The remote software opens an instant messaging session between the customer and the technician and can display the screen of the customer’s computer, with their permission, onto the screen of the company providing computer support. The software program allows the company to instantly fix computer problems and deliver software assistance to its customers’ computers remotely. Therefore, any technical problems can be quickly addressed and fixed from anywhere in the world by an instant computer support company rather than the customer being talked through it over the phone or having to wait for a technician to visit their premises.
Instant computer support history
Traditional computer support was delivered either by a person physically attending the premises where a computer was located or over the telephone with technicians on one end talking customers through a series of information gathering which was then relayed to the technician so that the technician could propose a solution which they would then talk the customer through implementing.
In early 2000, IT departments began to implement remote desktop computer support rather than necessitate a visit to an employee’s desk as it was a more productive use of the technician’s and the employee’s time. This was made possible due to the remote software available to the technician that allowed them to remotely connect to any company PC at any time and the fact that the employees’ computers were all on a local area network which could provide sufficient bandwidth for a remote connection to function properly. Windows XP featured remote assistance for desktop support.
In the mid-2000s, as broadband penetration began to become fairly ubiquitous, some new companies began operations offering instant computer support over the Internet to home users and small and medium businesses and a new era of instant computer support was begun. These services are fully encrypted and delivered over the Internet rather than over a LAN using technology such as that offered by LogMeIn and Citrix. Prior to this, due to bandwidth limitations faced by dial up Internet, remote services were not possible or available to non corporates.