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What would really be sweet is the ability to have a user call into the helpdesk on the BB phone and be able to walk her/him through various troubleshooting steps (purging emails, reconcile now, resend service books, accepting calendar appointments & similar issues) without the need to powercycle the unit. Furthermore even be able to see the progress of the Wireless E.A.
PS I'd LOVE for the BES to be able to take a screenshot wirelessly of the handset (similar to it capturing information like battery strength, installed apps) and display it to the admin - just in case a user cannot fully describe what is happening or some understanding/interpretation barrier (which is VERY VERY rare).
Senior help desk administrator (rim_db_admin_sr_helpdesk) Serious Mobile