Security News > 2022 > July > New Windows Remote Help app supports remote and hybrid employees

Remote Help relies on Azure Active Directory for that, showing the profile photo, company details, job title, email address and other information from Azure AD, so users know they can trust the person helping them, and IT staff know more about who they're helping, which may be useful for solving their problem.

Remote Help uses Endpoint Manager's role-based access controls, so admins can manage permissions to choose who can help which users and what they can do.

Endpoint Manager integration also means IT staff can track who was involved in each support session, on what device and how long it took; although, there are more details about Remote Help sessions on managed devices than unenrolled PCs. Reports Manager helps to identify trends, like a repeated problems with the same device or a specific PC model or within a particular location that might indicate underlying issues.

As well as having users ask for help through the app, IT staff can also start a Remote Help session straight from Endpoint Manager if they see that a device isn't in compliance-an unmanaged PC that's not encrypted or using personal OneDrive rather than OneDrive for Business, for example-or if they see that the user has poor battery life or bad network performance.

Even though helpers don't need users to click through UAC, they do need them to be in front of their PC and to accept the Remote Help session, so it doesn't support unattended access.

Although it's integrated into Endpoint Manager, Remote Help needs an additional licence for both users and help desk staff as well as an Intune licence.

News URL

https://www.techrepublic.com/article/secure-remote-is-powerful-at-a-price/