Many people benefit from remote desktop support, not just IT staffers. First, the entire company benefits from it because of the increased productivity they get from each worker. Workers benefit from being supported remotely from the desktop because they can be more productive with less down time. This is also a great way to get support to remote employees that don’t even work at the office. An office without boundaries, perhaps?
Desktops can be remotely supported in almost every case where the user’s computer is actually running. If it’s unable to power on or if the network connectivity to the machine is gone, you would still have to offer traditional face-to-face support. You would have to physically go to the work station to find out what the problem is. However, most of the time, it is not a hardware issue but rather the computer is running and you can quickly resolve problems on the machine.