The Help Desk is designed in two different configurations.

The direct configuration uses a chat line to provide clients with technical assistance. A call-me-back service puts clients in contact with the operators through the indirect configuration.

Both customer and operator need simple tools that do not require the configuration of dedicated software or NAT technology connections.

The operator installs the dedicated client and waits to be connected up. The problem to be solved is communicated via a chat line.

The operator opens up a signed applet on the client’s browser to ask permission to use the personal computer resources.

The applet performs the downloading, installation and configuration of the software being shared.

Installation can obviously be skipped if the above-mentioned software is already installed in the client’s PC.

The operators shares the user’s PC as if he was actually there next to the computer. The protocol and tools it requires are designed to be ergonomically ideal for conventional Internet links.

The chat line is available right through the joint session, providing a permanent means of communicating and exchanging files if required.