One of the things that is a continual love of mine, is the remote help option. You can take control of someones laptop anywhere in the world.
Oh, and there will be lag.
Oh, also, do not forget that the user may at any time, decide to take control back and start reading yahoo mail.
Lest we forget, the user may also at any time, decide to help out by stabbing at buttons while you are trying to enter text.
It is likely the reason that people are paid to help out in IT.
That and our good looks.