How to remote control a computer connected through a VPN client connection

I've run into numerous cases where a user is successfully connected via a Cisco VPN client and is having application problems. The helpdesk would like to get into the user's computer to diagnose the problem. Since they have a valid VPN tunnel, you'd think they'd just be able to remote desktop into the user's computer and take a look. Unfortunately, as soon as you remote desktop into their computer, you get a screen saying you'll have to kick them off. When you kick them off, you're also killing the VPN connection.

In order to get around that limitation, I know of two options. The first option is to have the user install VNC Server. This would allow the helpdesk to use a VNC client to remote into their computer. This option requires that the user has admin right on the computer in order to install VNC Server.

The second option is preferable because it does not require admin rights and is already built into Microsoft WinXP. The method involves using "Remote Assistance". The process is to

1. Have a user create a file
2. Email the file to the helpdesk
3. Have the help desk download the file from the email
   
4. Have the help desk double click on the file to open a connection to the users computer.

The remote assistance program is located at Start->All Programs->Remote Assistance, as seen below


This brings up the Remote Assistance wizard. The user should click on "Invite someone to help you"

In the next screen click Continue

The next screen gives the option of defining a password that the helpdesk has to input before being allowed remote access

Next the user saves the file

Finally, the user emails the file to the helpdesk. The helpdesk downloads the email attachment and double clicks on the file to launch it. After the file is launched, it opens a remote desktop session to the user's computer.