Microsoft Intune Remote Help

A secure, cloud-based solution for providing trusted help desk to user connections

Secure connections to users

Fortify your Zero Trust commitment with role-based access controls, compliance warnings, organizational requirements for sign in, and detailed reporting.

Improve your efficiency

Minimize time required to resolve issues, making it easy for users to connect directly with help desk staff.

Support employees anywhere

Get users the help they need, no matter where they are.

Empower your users to access IT support from anywhere with real-time remote assistance

• Built into Microsoft Intune for both cloud and co-managed endpoints, simplifying adoption and administration.

• Permission-based access controls scoped for IT help desk roles, department, and geography.

• Supports enrolled and unmanaged Windows devices.

• Device compliance checks prior to securing the connection mitigate risk and create opportunities to proactively remediate vulnerabilities in real time, taking the burden away from employees while protecting your help desk users.

• Provides strong authentication using Azure Active Directory.

• Helper and user identity-based contact information shared to jointly verify identity.

• Helper can provide the user with alternate admin credentials to perform elevated actions.

• ServiceNow incidents now visible directly in Intune console, improving IT admin’s ability to troubleshoot

• Session reporting in the Intune console shows who helped whom, when, and on what device and OS.

• Includes tools for interactive troubleshooting such as laser pointer and other annotations.

Endpoint Privilege Management in action

1. User and helper sign into Remote Help app and authenticate.
2. Helper requests security code within app and sends code to user, who enters the code.
3. Enhanced user experience, with visibility to profile picture, name, title, company, and verified domain.
4. Support session offers screen share only or full control of the device for issue resolution.
5. Compliance check is performed, empowering the helper to make informed security decisions.
6. Secure connection is established, and support team can assist in resolving user’s issues.
7. Following issue resolution, session ends, and user is back to work.

Getting started

Global and billing administrators can get started with a trial or purchase Remote Help or Microsoft Intune Suite licenses from the Microsoft 365 admin center.

Licenses are assigned to both users and helpers. Administrators can enable Remote Help for their tenant and configure for enrolled and unenrolled devices and IT support roles.

Download the latest version of Remote Help directly from Microsoft at here.

Prerequisites

License for Microsoft Intune Plan 1 from existing Enterprise Mobility + Security E3/E5, or Microsoft 365 E3/E5, F3/F5, or Business Premium plans

Windows 10 and later, including;

• Windows 365 Cloud PC
• Windows users and helpers must install the Remote Help app

Direct integration into Microsoft Intune, the industry leading1 endpoint management solution—a unified solution to manage and secure endpoints anywhere.

Why Arcom IT?

When it comes to unified endpoint management you need an experienced partner. 

Arcom IT are fully capable to answer any questions and to provide any support with Microsoft 365, to suit the needs of YOU!

1. Gartner® Magic Quadrant™ for Unified Endpoint Management Tools, August 2022.
2. Gartner Press Release, “Gartner Survey Shows 75% of Organizations Are Pursuing Security Vendor Consolidation in 2022,” September 2022.
3. Forrester, “New Technology: The Projected Total Economic Impact™ of Microsoft Intune Suite,” commissioned by Microsoft, March 2023.