IT Service Desk · training guide · draft

How to handle: Remote troubleshooting sessions

Diagnose and fix user problems over remote control or a call.

Typical time: about 18 min

Steps

1. 1
   Open Quick Assist · Quick Assist
2. 2
   Open Event Viewer · Event Viewer
3. 3
   Open Device Manager · Device Manager
4. 4
   Open Incident · ServiceNow
5. 5
   Fill in Work notes · ServiceNow

Watch out for

• No recurring problems found.

Faster ways

• Keep with people; AI can suggest likely fixes from similar past tickets.

Written by AI from how the team actually did this work (2026-10-19 to 2026-10-24): the most common path, the steps people add or redo, and where errors happen. Review and edit before sharing.