The answer is Remote Assistance.
Remote Desktop Protocol (RDP), developed by Microsoft, is a propriety protocol that provides users with a graphical interface to another computer. The Remote Desktop uses RDP and is built-in the windows operating system. When this application is enabled, you can connect remotely to another computer and perform almost any action. It is like sitting in front of the remote computer.
Remote Assistance does not fall far from these applications mentioned, and is 100% similar in terms of how it works. As long as the user allows it, the help desk will be able to connect to the remote computer and take control.