Explore Microsoft Intune Remote Help: Balancing Cost & Value for Your Business

Key insights

• Microsoft Intune Remote Help is a cloud-based solution for secure remote assistance between support staff and end-users, using Microsoft Entra ID for authentication.


• Key Features include secure authentication, role-based access control (RBAC), compliance warnings, cross-platform support, and session monitoring and reporting.


• Prerequisites: An active Intune subscription with a Remote Help add-on or Intune Suite license is needed. The Remote Help app must be installed on both devices, and network configuration must allow access over port 443.


• Configuration Steps: Enable Remote Help in the Intune admin center, assign RBAC permissions to define access levels, and deploy the Remote Help application to user devices.


• Usage: Helpers initiate sessions from the Intune admin center. Organizational profile information ensures transparency and trust during sessions. Helpers can view screens or take control based on permissions.


• Data Privacy: Microsoft logs minimal session data for system health monitoring without accessing session content. Data is stored on Microsoft servers for 30 days.

Introduction to Intune Remote Help

Microsoft Intune Remote Help is a cloud-based solution that facilitates secure remote assistance between support staff, known as helpers, and end-users, referred to as sharers, within an organization. This tool leverages Microsoft Entra ID for authentication and integrates with Microsoft Intune's role-based access controls (RBAC). The goal is to ensure that support sessions are both secure and compliant with organizational policies. In a recent YouTube video, Jonathan Edwards delves into whether Intune Remote Help is a cost-effective solution or if it might be too expensive for what it offers. He provides a comprehensive breakdown of the features, benefits, and potential drawbacks, helping viewers decide if it's the right fit for their needs.

Key Features of Intune Remote Help

Intune Remote Help offers several notable features designed to enhance the remote support experience:

• Secure Authentication: Both helpers and sharers must sign in using their organization's Microsoft Entra ID credentials. This ensures that only authorized personnel can initiate or receive support sessions.
• Role-Based Access Control (RBAC): Administrators have the ability to define the scope of a helper's access. They can specify permissions such as viewing the screen, taking full control, or performing actions that require elevated privileges.
• Compliance Warnings: Before establishing a connection, helpers receive alerts if the sharer's device is non-compliant with assigned policies. This allows them to make informed decisions about proceeding with the session.
• Cross-Platform Support: Remote Help is compatible with multiple platforms, including Windows 10/11, Windows 365, Android Enterprise Dedicated devices, and macOS versions 12 through 15.
• Session Monitoring and Reporting: Administrators can monitor active sessions and access detailed reports on past sessions. These reports include information about participants, devices involved, and session durations.

Prerequisites for Using Intune Remote Help

To utilize Intune Remote Help, certain prerequisites must be met:

• Licensing: An active Intune subscription is required, along with either a Remote Help add-on license or an Intune Suite license for all helpers and sharers.
• Remote Help Application: The Remote Help app must be installed on both the helper's and sharer's devices. Administrators can deploy this application via Intune for managed devices.
• Network Configuration: Both parties need network access to specific endpoints over port 443 to facilitate the Remote Help connection.

Configuration Steps for Intune Remote Help

Setting up Intune Remote Help involves several configuration steps:

1. Enable Remote Help in Intune:
   • Navigate to the Microsoft Intune admin center.
   • Go to Tenant administration > Remote Help.
   • Set Enable Remote Help to Enabled.
   • Optionally, allow Remote Help for unenrolled devices by adjusting the corresponding setting.
2. Assign RBAC Permissions:
   • Define roles and permissions to control the level of access helpers have during support sessions.
   • Use built-in roles like Help Desk Operator or create custom roles tailored to organizational needs.
3. Deploy the Remote Help Application:
   • Download the Remote Help installer from Microsoft's official link.
   • Deploy the application to user devices using Intune or another deployment method.

Usage and User Experience

Once configured, the usage of Intune Remote Help is straightforward:

• Initiating a Session: Helpers can start a Remote Help session directly from the Intune admin center by selecting the target device and choosing the New remote assistance session option.
• Establishing Trust: Both parties will see organizational profile information of the other, such as name, job title, and company, ensuring transparency and trust during the session.
• Session Controls: Depending on assigned permissions, helpers can view the sharer's screen, take full control, or perform actions requiring elevated privileges.

Data Privacy and Security

Data privacy is a critical aspect of Intune Remote Help. Microsoft logs minimal session data to monitor the health of the Remote Help system. This includes session start and end times, participants, and any errors encountered. Importantly, Microsoft cannot access session content or view any actions or keystrokes that occur during the session. The logged information is stored on Microsoft servers for 30 days.

Conclusion: Is Intune Remote Help Right for You?

In summary, Microsoft Intune Remote Help provides organizations with a secure and integrated solution for remote assistance. It enhances support capabilities while maintaining strict security and compliance standards. However, the decision to implement this tool should consider the balance between cost and benefit. Organizations must evaluate their specific needs, the potential return on investment, and any challenges associated with deployment and usage. Jonathan Edwards' video provides valuable insights into these considerations, helping organizations make informed decisions about whether Intune Remote Help is the right fit for their remote support needs.

Keywords

Intune Remote Help cost-effective solution expensive pricing analysis benefits comparison Microsoft Intune remote assistance value.