Remote Assistance in Windows Intune

One of the nifty features that is available in this beta (and will be available in the released version of the service is Remote Assistance.  This feature is there to make supporting your customers easier. Here’s how it works:

When you install the Windows Intune client software on a machine, an icon is placed on the desktop, aptly named “Windows Intune Client Tools”.  When your end-user clicks on it, a dialog appears that looks like this:

Windows Intune Tools Dialog

Among other things, this dialog allows an end-user to request assistance from their IT admin.  When the user clicks on the ‘Request Assistance’ link, an alert is generated in the Windows Intune Admin console, and optionally, an email is sent to the individual you have designated as the recipient of these requests.  Of course, this implies that you have educated your users to use this feature in a way that works best for you and your organization’s support practices.

When you receive an alert, you can choose to take action on it, or reject it.  When it is accepted, an Easy Assist session is created, the support person and the user requesting assistance are joined to it.  The support person can then request control over the end-user’s desktop to assist in solving the user’s issue.  Once the issue is resolved, both parties can exit the Easy Assist session, and go their happy ways.

The Easy Assist client is installed on all the managed machines along with the Windows Intune client software, so no additional installations should be necessary.

For those of you in the beta, please give this feature a try and send us your feedback!

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