[RKDinOKC]

Work in IT.
We use a help ticket system just to keep track of requests as many take time to resolve, like ordering keyboards, or project to add or remove items from reports. For remote computer access and software installation we use KACE. As far as Skype we use Office365 so it is all linked to the employee address book, but really don't use it much. Well also have a help desk phone, but users don't call it much. Mostly email and KACE.

i work from home, so remote support is easily doable. Though I mostly manage email and file server access or just send instructions to do whatever they are asking about. Hardware stuff is done by other staff on-site.