A look at remote support software
While doing some research on remote support software at work I was pointed to a great piece of software called TeamViewer. It basically allows you to remote control a computer anywhere, as long as it is connected to the Internet, and it’s even free for non commercial use.
It’s quite simple, ask the person you need to support to download the Customer module and run it and have them give you the ID and password it displays.
Then you download the Supporter module and enter the ID and password he/she gave you and you can now show instead of having to explain.
The only limitation is that a support session can only last 30 minutes the you have to reconnect.