Configuring new ‘Remote Help’ via Intune/Endpoint Manager

Configuring new ‘Remote Help’ via Intune/Endpoint Manager

Posted on: 7th Dec 2021 by: Liam Robinson

In this tutorial, ANME Member Liam Robinson explains how to set up and deploy Microsoft’s long-anticipated ‘Remote Help’ tool which was announced at Ignite last month.

The software is currently in preview mode and this article will explain how to get started with Remote Help in your organisation.


Enabling Remote Help

The first step is to head over to Endpoint Manager https://endpoint.microsoft.com/ and head to Tennant Administration > Connectors and Tokens > Remote Help (preview)

Head to settings and change the first setting to Enabled


Configuring Permissions 

In order to use remote help, you’ll need to correctly assign permissions to users, depending on how much access you would like them to have. You can edit the built-in or existing roles but for this, I’ll create a new Role.

To Begin, head to Tennant Administration > Roles > Add New Role

Create your Role with a useful name, in this example I’ll use ‘Remote Agent – Full Control

Scroll down to ‘Remote Help App‘ and toggle the settings on.

Save the role and assign any scopes you may need.

Your new role will now appear in the list. Click the role and assign this role to your required support admins.

Add a group containing the users you’d like to give access.


Deploying Remote Help Software

In order for you to utilise Remote Help, both your clients and admins need to have the Remote Help app installed. This can be downloaded from https://aka.ms/downloadremotehelp However please note: at the time of writing, manually running the installer is a bit buggy, half way through i was asked if i was sure i wanted to cancel the install, i had to click ‘No’ for the install to complete, I’m sure MS will fix this in due course.

As the software is in preview, there’s no ‘instant’ way to deploy remote help from the Endpoint Manager Apps blade, however as the technology progresses, I imagine it will be a simple one click install, for now we will be using the ‘Microsoft Win32 Content Prep Tool

Download the .EXE installer from Microsoft above and place it into your source folder.

Run the Prep tool and use ‘Remotehelp.exe’ as your installer file and specify your output folder.

Create a new ‘App’ in the apps blade and choose Win32 app, selecting the .intunewin file you’ve just created

Add the following install commands

remotehelp.exe /install /quiet acceptTerms=Yes
 
 
remotehelp.exe /uninstall /quiet acceptTerms=Yes
 

Create a new detection rule

Rule Type – File

Path – C:\Program Files\Remote help

Value Name: RemoteHelp.exe

Method – Value Exists

You can now deploy this app to your chosen devices. Since the software is in Preview, I wouldn’t rush to install it just yet, Microsoft will probably have a new installer soon to simplify the process, however if you do want to test it, read on to see how it works.

Using Remote Help App

To use remote help app as an admin, launch the Remote Help app and click ‘Get a Security Code‘ under ‘Give Help‘.

This will now connect to MS and generate a code.

On your Client device, enter this code.

You’ll be prompted to start the session, either by taking control, or viewing the screen (as you can see its a bit buggy still with the app not being wide enough, but that could be my screen size)

You can now remotely control the users PC using Remote Help App.

Liam Robinson
ANME Member

Originally published here: https://liam-robinson.co.uk/configuring-new-remote-help-via-intune-endpoint-manager/ 

Disclaimer:

The information which is summarised herein does not constitute technical or other professional advice and is general in nature. It does not take into account your specific circumstances and should not be acted on without full understanding of your current situation by your Network Manager. In doing so you risk implementing changes that may not be suitable to your needs.

Whilst we have tried to ensure the accuracy and completeness of the contents of this website, ANME Limited cannot offer any undertaking or guarantee, either expressly or implicitly, including liability towards third parties, regarding how correct, complete or up to date the contents of this website are. We reserve the right to supplement this website at any time or to change or delete any information contained or views expressed on this website.

ANME Limited accepts no liability for any issues, loss or damage howsoever arising out of the use of this website or reliance on the content of the website.

Tags: Technical, Microsoft, Liam Robinson,


Testimonials from Members & Partners

  • “Fantastic event, with interesting content and very well organised.”

    Alain Squiteri, Sales Director - InVentry

  • I thought the day was excellent. It was really good to have the companies there and invaluable for meeting and speaking with new contacts. I really hope this carries on as it was desperately needed in our field.

    Janet Cannell, Member

  • We’re really proud to be ANME’s platinum sponsor. It’s such a great platform for school network managers to get together and share ideas, plus it provides us the opportunity to speak directly to schools using our solutions and get their feedback and input into new features. Every event is always different, with fantastic speakers providing real insight and ideas on all things edtech.

    Al Kingsley, Group Managing Director, NetSupport Limited

  • ANME meetings provide valuable networking - being able to talk to other professionals doing the same role and understanding their approach and their context. This is a great way to challenge what you are doing in your own setting.

    Neil Limbrick, ANME Ambassador

  • A fantastic online resource of like-minded professionals that you can use to bounce ideas off, chat things through, get advice from. Invaluable.

    Ric Turner, Balshaws Church of England High School

  • The ANME is a priceless resource for anyone working in an IT support role in the education sector. The online forum is lively and informative and the regular meetings provide insight into new products and valuable networking opportunities with peers from other establishments. I've lost count of the number of valuable conversations and helpful tips that I've had since becoming a member. If you've not been to a meeting before then try to attend the next one in your area, you won't be disappointed.

    Dave Leonard, ANME Ambassador and ICT Manager at Matthew Moss High School

  • The ANME has been a great resource when you're a lone IT manager, now you have friends going through the same obstacles as you, with plenty of advice and guidance.

    Michael Frost, ANME Member & IT Network Manager at Parkwood Hall Co-operative Academy

  • Being part of the ANME is like being part of a large corporate IT department, there's always someone you can ask for advice

    Paul Gillon, ANME Member & Network Manager at West Hill School, Stalybridge

  • ANME is like having a team of IT experts at my fingertips. It helps me keep up to date with the latest trends in IT education.
    Rick and the ANME members have always helped when I've needed extra guidance to make great IT decisions

    Clifford Fernandes, ANME Member & IT Manager at Claremont High School

  • I attended my first ANME regional meeting recently which was great. It was Informative, relevant and useful! Unlike some meetings I attend where you get one or two useful nuggets of information, but other bits have been added to the agenda as fillers. Glad to be a member of this group of like-minded individuals.

    Adam Hall, ANME Member & IT Operations Manager at Four Oaks Learning Trust