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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​

  1. Verify platform support and current licensing for your tenant, because Remote Help capabilities and packaging can change over time.
  2. Enable and configure Remote Help in the Microsoft Intune admin center, and decide which support roles can request, elevate, or merely view sessions.
  3. Deploy the Remote Help app or supported client experience to both helpers and end-user devices as required by the platform guidance.
  4. Use Intune RBAC, scope groups, and scope tags so help desk staff can support only the devices and users they are responsible for.
  5. Train helpers and users on consent flow, elevation prompts, privacy expectations, and when unattended or elevated support is allowed or prohibited.
  6. 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​