Microsoft Intune Remote Help: Features, Benefits, and Security Capabilities
Supporting a modern workforce, whether remote, hybrid, or global, requires IT teams to deliver fast, secure, and reliable assistance. At the same time, organizations are looking to reduce costs, simplify tools, and strengthen security. Microsoft has recently announced that E3 licensing will now include some additional Microsoft Intune features. This blog will highlight Microsoft Intune Remote Help as part of that feature set and how your company can benefit/take advantage.
Microsoft Intune Remote Help provides a powerful solution that eliminates the need for third-party remote support tools while integrating seamlessly into your Microsoft ecosystem.
What is Intune Remote Help?
Microsoft Intune Remote Help is a cloud-based remote assistance solution that allows IT teams to securely connect to user devices and resolve issues in real time.
Unlike traditional tools, Remote Help is fully integrated into Microsoft Intune and uses:
- Microsoft Entra ID for secure authentication
- Role-based access control (RBAC) for permissions
- Native Intune workflows for simplified management
This means fewer tools to manage, improved security, and a streamlined IT support experience.
Key Features That Matter
Secure Remote Support Built on Identity
Every session requires authentication from both the technician and the user using Entra ID. This ensures:
- Verified identities on both ends
- Controlled and auditable access
- Reduced security risk compared to legacy tools
Granular Role-Based Access (RBAC)
IT teams can define exactly what technicians are allowed to do, including:
- View-only access
- Full device control
- Admin-level elevation
- Unattended device support
This helps you empower your support team while still maintaining control
Multiple Ways to Connect
Start from the Remote Help App
- Technician generates a one-time security code
- User enters the code to begin the session
Start from Intune Admin Center
- Launch a session directly from a device in Intune
- Automatically notify the end user
The benefit is faster support with less friction.
Built-In Tools for Efficient Support
During a remote session, technicians can use:
- Stop Control: Stops keyboard/mouse control and returns to view-only mode.
- Admin Session: This will allow you to see the UAC prompts and be able to enter admin credentials if needed.
- Monitor Selector: Allows you to select which monitor you want to view.
- Laser Pointer: Allows you to show a laser pointer for the user.
- Annotation Tool: Allows you to create annotations on the screen the user can see.
- Full Screen Mode: Expands the remote session to fill your screen.
- Chat: Opens chat window to chat with user.
- Refresh Session: Refreshes the remote display or attempts to reconnect if the session becomes unstable.
- Task Manger launcher: Will launch the task manager on users device
- End Session: Leaves the Remote Help Session and closes it out.
You will also see in the top left corner it will tell you if the user is running as an Admin on the device or not.
The outcome is quicker resolution times and better support experiences.
Security and Compliance
Security is a key strength of Intune Remote Help.
Key protections include:
- Entra ID authentication for both users and technicians
- Required end-user consent before sessions start
- Session-based security codes
- RBAC-controlled permissions
- Visibility into privilege elevation
Bottom line: Your remote support stays secure, controlled, and compliant.
Monitoring, Reporting, and Auditing
Monitor Active Sessions
Administrators can view:
- Active support sessions
- Connected users and technicians
- Real-time support activity
Session History
Track important session details:
- Technician and end user
- Device name
- Session duration
- Session type and status
This supports:
- Help desk accountability
- Issue tracking
- Operational insights
Audit Logs
Audit logs allow organizations to:
- Track administrative activity
- Support compliance and security reviews
- Monitor configuration changes
Why Organizations Are Moving Away from Third-Party Tools
Organizations are replacing legacy remote support solutions to:
- Reduce licensing costs
- Improve security posture
- Eliminate tool sprawl
- Simplify IT operations
With Intune Remote Help, everything is centralized within Microsoft.
How Stoneridge Can Help
Implementing Intune Remote Help requires the right configuration, security alignment, and user adoption strategy.
Stoneridge Software can help your organization:
- Configure Intune roles and permissions
- Deploy Remote Help across your environment
- Align security and compliance requirements
- Train IT teams on best practices
- Optimize support workflows
If you're ready to modernize your remote support with a secure, integrated solution contact Stoneridge Software to learn how we can help you implement Intune Remote Help.
Under the terms of this license, you are authorized to share and redistribute the content across various mediums, subject to adherence to the specified conditions: you must provide proper attribution to Stoneridge as the original creator in a manner that does not imply their endorsement of your use, the material is to be utilized solely for non-commercial purposes, and alterations, modifications, or derivative works based on the original material are strictly prohibited.
Responsibility rests with the licensee to ensure that their use of the material does not violate any other rights.