Techniques are provided for addressing a problem pertaining to a computer of a user. In an exemplary method, the obtaining of a problem statement associated with the problem pertaining to the computer of the user is facilitated. This can be carried out via speech over a telephony connection. The establishment of a remote access connection between the computer of the user and a remote help desk application can also be facilitated. Furthermore, substantially parallel interaction with the user can be facilitated, via both the telephony connection and the remote access connection to the remote help desk application.