Nick recommends reading this column regarding 14 vital freeware tools http://www.pcworld.ca/news/column/45f76c540a01040801703ca09e828d91/pg1.htm
My other collegue also suggested this site – GizmoRichards- linked here at http://www.techsupportalert.com/. There are tons of freeware utilities here.
This collegue also mentioned a great support site called CrossLoop. It is supposed to make it easy to support users remotely. I have created a public profile here http://www.crossloop.com/ChromiloAmin.id and will look forward to using this to provide more efficient service to our customers.