Remote Support Session:
Is a method for troubleshooting software related problems via remote desktop connections. Technicians use software that allows the technician to access the user’s desktop via the Internet.
With the user’s permission, the technician can take control of the user’s mouse and keyboard, transfer various diagnostic and repair applications to the user’s desktop, run scans, install antivirus programs, etc.
Only software can be “repaired” remotely. A computer with a broken hardware component (such as a motherboard or hard disk) can, in some cases, be diagnosed and worked around but must be repaired or replaced while co-located with the defective hardware. (wikipedia)