Systems and methods for providing hierarchy of support services via desktop and centralized service

A system for providing a hierarchy of automated local and remote support services to a device, the system comprising:

• an agent configured and executing on a device, the agent detecting a problem to be remediated on the device and performing, responsive to the detection, an automated remediation of the detected problem on the device;
• a centralized service operating on one or more servers remote to the device responsive to receiving a request for support on the device;
• a support automation tool of the centralized service determining a type of work to perform on the device and identifying a local automation package that is configured to execute on the device to perform the type of work independent of the agent;
• a remote connectivity tool of the centralized service establishing a remote connection to the device via which the centralized service interacts with the device;
• and
• wherein the support automation tool automatically communicates, via the remote connection to the device established by the remote connectivity tool, the local automation package to execute on the device to perform the type of work independent of the agent.