Recently Microsoft made Remote Help generally available. Remote Help is an application to offer remote assistance to end users that are using Windows 10 or 11 endpoints. Remote Help is a Microsoft Endpoint Manager Premium add-on. It can be fully configurated within the Microsoft Endpoint Manager admin center. Both the IT support engineer and the end user needs to authenticate through Azure AD. The rights the IT support engineer will have depends on the RBAC role and what the end user permits. This can be full control to the desktop, or view only rights.
- Microsoft Intune license (or a license were Intune is part of like EMS E3/E5)
- Remote Help license (premium add-on) for both the end user(s) and the IT support engineer(s)
- Endpoints needs to run Windows 10 or 11
- Remote Help application needs to be installed on both sides
- Port 443 (https) needs to be open to the address specified in this article.
Steps in this blog
In this blog I will show you step-by-step how to enable and configure Remote Help, I will do this in the following steps:
- Enable Remote Help in Microsoft Endpoint Manager admin center
- Download and install the Remote Help application
- Provide help by using Remote Help
Step 1 : Enable Remote Help in Microsoft Endpoint Manager admin center
For the following steps login to the Microsoft Endpoint Manager admin center.
Navigate to Tenant administration > Remote help > Settings and click Configure
Set Enable remote help to Enable. If you also what to make Remote Help available on unenrolled devices, set Allow remote help to unenrolled devices to Allowed. Click Save.
Step 2 : Download and install the Remote Help application
As mentioned before the Remote Help application needs to be installed on both sides. The application can be downloaded from the Microsoft site here : aka.ms/downloadremotehelp
To deploy the Remote Help application with Microsoft Intune, you need to make a Win32 package, see also my blog “How to deploy Win32 applications with Microsoft Intune“. The silent install parameters for Remote Help are:
remotehelpinstaller.exe /quiet acceptTerms=1
When starting the Remote Help application for the first time on an Intune managed device, you need to login first. Start the Remote Help application.
Click Sign in
After signing in, click Accept
Step 3 : Provide help by using Remote Help
From the IT support engineer side, open the Remote Help application. This can also be initialized from the Microsoft Endpoint Manager admin center in the device options on the overview tab.
Click Get a security code
On the end user side, also open the Remote Help application.
Fill in the Security code provided by the IT support engineer and click Submit.
On the IT support engineer side, you can request full control or view only rights. In this case I choose for Take full control.
On the end user side, choose whether you allow it or not. In this case I click Allow
The Remote Help session is now established.