One of the tools I use is Crossloop (http://crossloop.com). It is free, and very easy and secure to use on both ends. Unfortunately, the person you are helping has to actually install the software and sign up for a user id and password in order for you to be able to help them.
Recently I found something even easier to use in a pinch. The next time you would like to help someone, go to http://join.me. Have them go there with their browser too... It is so easy and straightforward, you will be helping in no time at all! You don't have to have any special skills, the person you are helping will "share" their screen with you by giving you a number you will type into your browser window. Once you are connected, you can see what is going on and help in a way you never thought possible.
I am finding myself using it more and more. I love things that don't waste brain cells!
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