How do you manage multiple screen sharing sessions simultaneously and efficiently?

1 Set expectations

Before you start any screen sharing session, make sure you communicate clearly with the user about the purpose, duration, and process of the session. Explain what you are going to do, how long it will take, and what they need to do or not do during the session. Ask them to close any unnecessary or sensitive applications or windows, and to mute their microphone unless they need to speak. Also, let them know how they can contact you if they have any questions or problems during the session.

2 Use a reliable platform

Choosing a reliable and secure screen sharing platform is essential for remote user support. You want a platform that allows you to easily switch between multiple sessions, control the user's screen, chat with the user, and record the session if needed. You also want a platform that protects the user's privacy and data, and that works well with different devices and operating systems. Some popular platforms for remote user support include TeamViewer, AnyDesk, and Zoho Assist.

3 Organize your sessions

One of the biggest challenges of managing multiple screen sharing sessions is keeping track of who is who and what is what. To avoid confusion and mistakes, you need to organize your sessions in a way that makes sense for you. For example, you can use different tabs, windows, or monitors for different sessions, and label them with the user's name, issue, or ticket number. You can also use a spreadsheet, a note-taking app, or a ticketing system to record the details and status of each session.

4 Prioritize your tasks

Not all screen sharing sessions are equally urgent or complex. Some may require more time, attention, or expertise than others. To manage your workload effectively, you need to prioritize your tasks and decide which sessions to handle first, which ones to delegate or escalate, and which ones to postpone or reschedule. You can use a simple system like the Eisenhower matrix to categorize your tasks into four quadrants: urgent and important, urgent but not important, important but not urgent, and not urgent and not important.

5 Follow up and follow through

After you finish a screen sharing session, don't just close it and move on to the next one. You need to follow up and follow through with the user to make sure the issue is resolved, the solution is working, and the user is satisfied. You can send them an email, a message, or a survey to ask for feedback, confirm the outcome, and provide any additional information or resources they may need. You can also document the session and update the ticket or case accordingly.

6 Learn and improve

Managing multiple screen sharing sessions is not only a skill, but also a learning opportunity. You can use your experience to improve your knowledge, skills, and processes for remote user support. You can review your sessions and identify what went well, what went wrong, and what can be improved. You can also seek feedback from your peers, managers, or mentors, and learn from their best practices and tips. Finally, you can invest in your professional development by taking courses, reading blogs, or watching videos on remote user support topics.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?