In 2026, IT teams are under more pressure to deliver fast, reliable support to increasingly remote workforces. Users expect issues to be resolved immediately, whether they’re working from the office, their home, or the local coffee shop. The real challenge facing IT is giving support teams the ability to help users without over‑privileging them or requiring users to visit the office for help.
Remote Help, part of the Intune Suite, strengthens modern endpoint management services by delivering an easy-to-use and secure remote assistance experience built directly into Intune. It stands out because it is simple to configure, deploy, and delegate to support teams that aren’t full Intune administrators.
This blog explores how Remote Help empowers tiers 1 and 2, how RBAC keeps access scoped, and why organizations are adopting it as their remote support tool.
It’s also worth noting that Microsoft has announced that in 2026, Remote Help and the rest of the Intune Suite will come as part of M365 E5 licenses. Remote Help is already included with A5 (education) licenses and will remain so. You can search the Windows Management Experts blog for more posts about the Intune Suite.
Remote Help and Modern Support Teams
Traditional remote support tools often require network access to the device, either locally on the network or over a VPN. Traditional tools also typically require local admin rights or heavyweight client installations. Remote Help flips that model on its head. It’s cloud‑native, lightweight, and deeply integrated with Intune and Entra ID.
For Tier 1 call‑in support teams, this means that they can quickly jump into a user’s session to troubleshoot common issues like password resets, application errors, or printer problems, all without needing elevated permissions or access to the full Intune console.
For Tier 2 desk‑side support, Remote Help provides a secure way to perform deeper troubleshooting like elevated actions, without having to physically touch the device.
The result is a support workflow gets the user back up-and-running faster, is more secure, and is easier to manage.
Configuration
One of the biggest strengths of Remote Help is how simple it is to enable. The configuration lives entirely within Intune and the setup process is very easy.
At a high level, to enable Remote Help, all you need to do is:
- Turn on the Remote Help service in Intune
- Define who can request help and who can provide it
- Deploy the Remote Help app to your devices
- Assign RBAC roles to support teams, if necessary
There are no complex firewall rules, custom certificates, or infrastructure to build‑out. There is no heavy lift because Remote Help uses Microsoft’s cloud services.
Once the service is enabled, the Remote Help app can be deployed through Intune like any other app. As devices check in, they will install the app and are ready for support sessions.
Tier 1 and Tier 2 Support Access
Another important feature of Remote Help is that it cleanly separates support capabilities from admin access. Support teams don’t need to be Intune admin. They don’t even need to access the Intune portal.
Instead, they use the Remote Help app, which provides a simple interface for requesting or offering help. This keeps the experience focused and reduces the risk of accidental configuration changes.
Tier 1 (Call‑In Helpdesk)
Tier 1 staff typically handle high‑volume, low‑complexity issues. Remote Help can give them:
- The ability to view a user’s screen
- Chat and guide users through a fix
- Draw on the screen to highlight actions
- Request control if needed
When combined with RBAC roles, tier1 personal only receive the permissions required to assist users and nothing more.
Tier 2 (Desk‑Side)
Tier 2 staff often need deeper access. Remote Help supports:
- Full remote control
- Admin actions (with user consent)
- The ability to assist even when the user is stuck at UAC prompts
RBAC allows organizations to grant Tier 2 teams additional capabilities without giving them broad administrative rights.
RBAC Configuration
Remote Help can use role-based access control (RBAC) in Intune to allow organizations to define exactly who can help whom.
A few common examples may be:
- Tier 1 Helpdesk Role
- Can provide help via screen share
- Cannot elevate to admin
- Limit the ability to help to specific users or groups
- Tier 2 Support Role
- Tier 1 access, plus:
- Can provide help with elevation
- Can view device details
- Tier 1 access, plus:
Using RBAC ensures support teams have the right level of access without over exposing the device.
Security & Compliance Built In
Remote Help includes several security and compliance features that operate behind the scenes to protect both users and support staff:
- Entra ID integration ensures only authorized users can initiate sessions.
- User consent is required before control is granted or admin access given.
- Session logging provides audit trails for compliance and troubleshooting.
- Conditional Access can restrict Remote Help usage based on device compliance or network location.
- Elevation support is gated by RBAC and user approval, reducing risk while enabling advanced troubleshooting.
These features allow a secure and trustworthy support experience without adding friction.
Final Thoughts
Remote Help brings together a simple setup, enterprise-ready security, and cloud-native design in a way that can greatly improve the support experience. It can empower Tier 1 and Tier 2 teams without over‑privileging them, reduce friction for end users, and integrates cleanly into the Entra ID and Intune ecosystem.
For organizations modernizing support workflows as part of broader endpoint management services, Remote Help stands out as one of the most practical tools available today for hybrid and remote environments.
Deliver Secure Remote Support With Microsoft Intune
Resolve user issues faster with cloud native Remote Help. Empower Tier 1 and Tier 2 teams using RBAC controlled access without over privileging or onsite visits.
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