080: Remote Help
Implementation Effort: Medium
User Impact: Low to Medium
Overview
Remote Help enables support personnel to assist users on supported managed devices through an Intune-governed, auditable remote assistance workflow. It is useful when help desk teams must troubleshoot configuration drift, enrollment issues, compliance failures, or app problems without requiring hands-on access to the device. For Zero Trust, Remote Help should be treated as a privileged support workflow. Access should be limited through role-based access control, helpers should use strong authentication, and session logging or auditing should be retained according to support and security policy.
Implementation Guidance
- Verify platform support and current licensing for your tenant, because Remote Help capabilities and packaging can change over time.
- Enable and configure Remote Help in the Microsoft Intune admin center, and decide which support roles can request, elevate, or merely view sessions.
- Deploy the Remote Help app or supported client experience to both helpers and end-user devices as required by the platform guidance.
- Use Intune RBAC, scope groups, and scope tags so help desk staff can support only the devices and users they are responsible for.
- Train helpers and users on consent flow, elevation prompts, privacy expectations, and when unattended or elevated support is allowed or prohibited.
- Monitor usage, session audit data, and repeated support patterns so recurring device-management issues can be fixed at policy level instead of solved one session at a time.
Video Walkthrough
Reference
- Use Remote Help to Assist Users Authenticated by your Organization - Microsoft Intune — Overview of Remote Help and authenticated support sessions for Intune environments.
- Plan for Remote Help with Microsoft Intune - Microsoft Intune — Planning and configuration guidance for deploying Remote Help in Intune.
- Role-based access control (RBAC) with Microsoft Intune - Microsoft Intune — Overview of Intune RBAC roles, permissions, assignments, and administrative scoping.