Technical support engineers may soon be able to fix your PC without even laying their hands on it, thanks to a next-generation support scheme from IBM.  Under the scheme, dubbed eRemote, users with technical hitches download a diagnostics application from IBM's Website that compils a detailed report of the user's PC.  The report is sent to support technicians who use the information to prepare software fixes and amend the files on the user's system remotely via an Internet connection.

IBM claims eRemote could revolutionise techical support.  "Now machines are generally connected there's no reason not to automate the whole thing.  It's using technology to help support the technology," claims Bob Higgie, director of IBM's Greenock development laboratory.

However, industry experts say enabling remote access to a user's PC raises a number of security issues.  It's fraught with security and danger.  You have to ensure the diagnosis is making the right solutions," he says.  IBM says the user has to initiate the connection and that no files will be changed on a user's system without authorisation.

Higgie claims that the scheme could drastically cut the cost of providing technical support, with engineer visiting costing up to $70 (£45) a time.  "The philosophy has to be as little human interaction as possible.  I think the concept is fantastic in terms of cost," says Robert Brant, partner responsible for outsourcing at KPMG.  IBM claims the system could be up and running within the next six months.

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