The ability to provide efficient and secure IT support is imperative in the new frontier of hybrid work. The Intune Suite’s Remote Help feature transforms how IT teams interact with and support end-users across a multitude of devices and locations. With 30% of workers in 2024 attesting that it takes more than a day to receive a meaningful response from technical support, features like remote help become increasingly important as they allow support teams to be nimbler.

What is Remote Help in the Intune Suite?

Remote Help is a component of the Intune Suite designed to streamline IT support for workers using various endpoints. It offers an efficient platform for help desk agents to establish connections with users, enabling them to address service issues effectively.

Key features include attended screen sharing, attended control, and unattended control for Android devices, ensuring that IT support is timely and effective, irrespective of the user’s location or device enrollment status.

Operational Mechanics

To activate Remote Help, it must be enabled as a tenant-wide setting. This prerequisite allows for the authentication and support of users.

Support is extended to both enrolled and unenrolled devices, provided they are registered in Entra ID. Both the support agent and the end-user are required to be signed into the same Microsoft tenant to facilitate assistance.

Remote Help leverages Intune’s role-based access controls (RBAC) to define the extent of access granted to an agent. This empowers admins to designate which agents can offer support and the level of assistance they can provide, including elevation privileges.

Importantly, while metadata from Remote Help sessions are recorded for auditing, Microsoft maintains a strict policy of non-interference, ensuring session confidentiality.

Availability and Compatibility

The scope of Remote Help is broad, encompassing Windows 10, 11 (including ARM 64), Windows 365, Android Enterprise Dedicated (Samsung & Zebra), and macOS versions 12, 13, and 14.

Enhancing Endpoint Management Strategy

Remote Help bolsters security by offering a secure experience for remote assistance, aligning with Zero Trust principles, and reducing the security vulnerabilities often found in conventional support methods. By reducing downtime and enhancing user satisfaction, Remote Help in the Intune Suite presents a reliable solution for employees worldwide.

Conclusion:

Remote help in the Intune Suite is not just a tool—it’s a lifeline that connects hybrid workforces with the vital support they need when they need it.

As we look towards a future where remote work continues to be the norm, Remote Help’s ability to provide swift, secure, and effective assistance is more than just an improvement—it’s a necessity. By bridging the gap between technical issues and resolutions, Remote Help ensures that the productivity and satisfaction of the modern workforce remain uninterrupted.

To learn more and jumpstart your journey with the Intune Suite, check out and apply to the Intune Suite Pilot Program here: https://www.mobile-mentor.com/intune-suite-pilot/

Download the Guide to the Intune Suite

Learn about features and strategies such as:

  • Endpoint Privilege Management: elevate user access privileges as needed
  • Enterprise App Management: discovery, packaging, deployment and patching of Windows apps
  • Cloud PKI: publish and distribute certificates from Intune without complex PKI
  • Tunnel for MAM: secure access to LOB apps from unmanaged mobile devices
  • Advanced Analytics: predict which machines, applications and users will have issues
  • Remote Help: unlock the seamless interface between the service desk agent and end-user

Andrew Reade