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153: Remote Assistance

Implementation Effort: Medium — enabling the service is straightforward, but secure support operations require role, identity, and audit design.

User Impact: Low to Medium — users gain support capability, but remote assistance changes privacy expectations and support workflows.

Overview​

Remote assistance in an Intune-managed environment is usually implemented with Microsoft Intune Remote Help or another approved enterprise remote support tool. In a Zero Trust context, remote support should not bypass identity assurance, device trust, logging, or least-privilege principles. Support sessions need strong helper authentication, scoped role assignments, auditing, and clear user-consent expectations so troubleshooting does not become an uncontrolled administrative channel.

Implementation Guidance​

  • Confirm the supported remote support tool and licensing model for your tenant, such as Remote Help through the appropriate Microsoft Intune licensing path or an approved partner tool where necessary.
  • Assign support roles narrowly and require strong authentication for helpers, ideally including MFA and, for high-sensitivity environments, compliant or dedicated admin workstations.
  • Define which device classes are eligible for remote support and what level of control is allowed, such as view-only, full control, elevation, clipboard transfer, or file transfer.
  • Publish user-facing expectations for consent, privacy, and session handling so users know what support can and cannot do during a session.
  • Enable and review audit records so remote assistance activity can be investigated after the fact when needed.
  • Create a break-glass or escalation process for sensitive devices rather than letting standard support roles reach everything.

Reference​