Remote Help – Microsoft Intune Support App

What is Remote Help?

Remote Help is a Microsoft‑provided utility that enables IT administrators to assist users by remotely accessing their Android devices. The app is designed for enterprises that manage devices through Microsoft Intune, offering a controlled way to troubleshoot problems without requiring users to hand over the device physically.

Main capabilities

• Live screen sharing – IT staff can see the user’s screen in real time, which helps them understand the issue faster.
• Remote control – With the user’s permission, an administrator can take control of the device to perform actions such as navigating menus, adjusting settings, or installing updates.
• Secure session handling – All remote sessions are encrypted and logged, ensuring that access is auditable and limited to the duration of the support request.
• Permission‑based access – The app only activates the features that the organization has enabled, and users must explicitly approve each remote session.

How it works

When a user encounters a problem, they can request assistance through their organization’s support channel. The IT team initiates a remote session, and the Remote Help app notifies the user with a prompt. After the user accepts, the administrator can view the screen and, if needed, request control. The session ends when either party terminates it, and the app automatically revokes any temporary permissions.

Practical uses

Remote Help is useful for a range of common support scenarios, such as:

1. Configuring email or VPN settings that are difficult for the user to locate.
2. Troubleshooting app crashes or performance issues by examining logs directly on the device.
3. Guiding users through security updates or policy changes required by the organization.
4. Assisting with device enrollment or compliance checks in a managed environment.

Installation information

The app is available through the standard Android app distribution channels. Because it requires an Intune‑enrolled device, the installation process may be managed by your organization’s device management portal. Typically, the app appears in the device’s app list after enrollment, and no additional configuration is needed from the user.

Compatibility and requirements

Remote Help runs on Android devices that are enrolled in Microsoft Intune. The exact Android version requirements depend on the Intune policies set by the organization, but the app is built to support recent Android releases commonly used in enterprise environments.

Things to know before installing

• Device enrollment in Microsoft Intune is a prerequisite; the app will not function on personal or unregistered devices.
• The app does not collect personal data beyond what is necessary for a remote support session. All activity is logged for compliance purposes.
• Remote sessions are initiated only by authorized IT personnel, and users retain full control over accepting or rejecting a connection.

Who may find Remote Help useful?

Any employee who uses a corporate‑managed Android device and needs occasional technical assistance can benefit from Remote Help. IT departments also gain a reliable tool for delivering support efficiently, reducing the need for on‑site visits or lengthy phone instructions.

Frequently asked questions

Do I need to be online for a support session?

Yes. Both the user’s device and the administrator’s console must have an active internet connection for the remote session to start.

Can I see what the IT admin does on my device?

During a remote control session, the screen mirrors the administrator’s actions, so you can observe every step in real time.

Is my personal data safe?

The app only accesses the device for the duration of the support session and only the areas required to resolve the issue. All data transmission is encrypted, and session logs are retained according to your organization’s policies.

How do I end a remote session?

You can end the session at any time by tapping the “End Session” button within the app or by disconnecting from the network.