I both love and hate remote support.
Back in the day we had to send techs out for most computer issues, which SUCKED for obvious reasons.
Remote control/access has made that largely a thing of the past.
But some for some things, you still just need to be there. Power issues, non-booting machines, etc. still are damn near impossible to handle remotely. If you don't know the serial of a machine, and don't have it in inventory, it can similarly suck.
Luckily, in windows we can usually pull the serial by issuing the following in a command prompt:
"wmic bios get serialnumber"
Similarly, you can get the model number by entering:
"wmic csproduct get name"
This can really save the day, or a least a car trip or difficult phone call with a user.