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113: Remote Assist

Implementation Effort: Medium
User Impact: Medium

Overview​

Remote assistance for managed devices is valuable in Zero Trust because it lets support staff remediate issues without broad standing admin rights or unnecessary physical access to the device. In current Microsoft endpoint management terminology, many organizations use Microsoft Intune Remote Help for supported scenarios. The goal should be fast support, audited elevation, and clear operator boundaries rather than permanent privileged access.

Implementation Guidance​

  1. Standardize on Microsoft Intune Remote Help (included in Microsoft 365 E3/E5 and Intune Plan 2/Suite) and verify supported platform prerequisites across Windows, macOS, and Android.
  2. Limit remote support permissions through role-based access control and just-in-time elevation where possible. Support staff should only reach the device groups and actions required for their job.
  3. Use device compliance and identity context as part of the operator workflow. A remote session should not bypass broader access controls or device health expectations.
  4. Document what the helper can see or control, when user consent is required, and how session logs or audit data are retained. Privacy expectations matter in both corporate and BYOD contexts.
  5. Pilot with the help desk before wide release. Measure connection success, firewall or proxy impact, unattended workflow limits, and how frequently technicians still need alternate tools.
  6. Publish an escalation path for devices that cannot receive remote help because of network isolation, sign-in problems, or unsupported platform state.

Reference​