Overview
Microsoft Intune Remote Help is a cloud-based remote support tool that allows IT staff to securely connect to user devices using Microsoft Entra ID. It replaces legacy remote tools with a model that is identity-driven, tenant-scoped, and governed through Intune RBAC.
The key difference is control: every action is tied to identity, permissions, and audit logs.
Requirements
- Users and helpers must sign in with Microsoft Entra ID
- Devices should be Intune-enrolled for full functionality
- Outbound HTTPS (TCP 443) connectivity required
- Same-tenant only (no cross-tenant support)
Licensing
- Intune Plan 1 + Remote Help add-on, or Intune Suite
- Licenses required for both helpers and users
If Remote Help isn’t available in the tenant settings, licensing is usually the cause.
RBAC Design
RBAC is the most important part of the deployment. It defines what support staff can do inside a session.
- Tier 1: View only
- Tier 2: Full control
- Tier 3: Full control + elevation
Avoid using broad built-in roles. Create custom roles focused only on Remote Help permissions.
Conditional Access
Helper accounts effectively act as privileged access. Protect them accordingly.
- Require MFA
- Require compliant or managed devices
- Block risky sign-ins where possible
This is one of the highest-value security improvements you can make.
Deployment
1. Enable Remote Help
Intune → Tenant Administration → Remote Help → Enable
2. Create Support Groups
Align groups to support tiers (Tier 1 / Tier 2 / Tier 3)
3. Create RBAC Roles
Assign only the permissions required for each tier
4. Deploy Remote Help App
- Intune Win32 deployment (recommended)
- Manual install for pilot use
5. Validate Sessions
- Session code workflow
- User consent prompts
- View vs full control behavior
Operations
Define a simple, repeatable support process:
- Helper generates session code
- User joins and consents
- Escalate to higher tier if elevation is required
Keep it simple—over-engineering workflows reduces adoption.
Monitoring
- Review session activity in Intune
- Monitor Entra sign-in logs
- Regularly review helper group membership
Focus on identifying abnormal behavior (after-hours access, excessive elevation).
Conclusion
Intune Remote Help is easy to enable, but success depends on how you control it.
- Simple RBAC design
- Strong identity protection
- Clear support workflow
Done right, it replaces legacy tools with a more secure and user-friendly support experience.