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080: Remote Assistance

Overview​

  1. Overview:

    • Remote Help is a cloud-based solution that enables secure help desk connections with role-based access controls.
    • Support staff can remotely connect to users' devices to troubleshoot issues.

  2. Benefits:

    • Efficient Support: Technicians can assist users without being physically present, improving response time.
    • Secure Connection: Remote Help ensures encrypted connections for data privacy.
    • Role-Based Access: Admins can control the level of access helpers have, enhancing security.
    • Compliance Warnings: Helpers receive non-compliance warnings if a device violates policies.

  3. Drawbacks:

    • Network Dependency: Requires an internet connection for remote assistance.
    • Device Enrollment: Devices must be enrolled in Intune and Entra registered.
    • Organization Login: Both helper and sharer need Microsoft Entra accounts from your organization.
    • Platform Limitations: Specific capabilities vary by platform (Windows, Android, macOS).

  4. Impact on End Users:

    • Positive: Faster issue resolution, reduced downtime.
    • Negative: Users may feel uncomfortable with remote access to their devices.

  5. Licensing Requirements:

    • Intune Suite Add-On: Remote Help is available as an Intune add-on.
    • TeamViewer Solution: Intune also offers a third-party integrated solution (TeamViewer) for remote assistance, but it comes with additional license charges.

Remember, always consider your organization's specific needs and policies when implementing Remote Help!

Reference​