Microsoft Intune リモートサポート

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はじめに

Introduction: Microsoft Intune's Remote Support Feature allows IT administrators and help desk operators to remotely assist users by connecting to and controlling their devices. This feature is part of the Microsoft Intune Suite.
Role-Based Access Control: Intune utilizes role-based access control (RBAC) to manage and configure the access level of remote support providers, ensuring only authorized personnel can assist users and perform specific actions.
Security Measures: The remote support feature integrates with Microsoft Entra ID to establish trusted connections and employs stringent security protocols including zero trust models and Multi-Factor Authentication.
Compatibility: Intune remote help is compatible with Windows 10/11, ARM64 devices, Android Enterprise dedicated devices, macOS, and Azure Virtual Desktop.
Enablement: Administrators need to enable this feature per Intune Tenant, as it is not active by default. This involves granting permissions and installing the Remote Help App on both helper and sharer devices.

Activation Process: Administrators must sign in to the Microsoft Endpoint Manager and navigate to tenant management settings to activate the remote help feature.
Settings: Within the remote help settings, administrators can toggle settings to allow or restrict functionalities such as device registration and chat.
Visibility: Changes take effect across the tenant, potentially taking from 30 minutes to 8 hours to fully propagate.
Prerequisites: Requires Intune subscription and appropriate licensing, with details available on Intune addon pages.

Role Configuration: Administrators can configure custom roles or use built-in roles to define access permissions for users who provide remote support.
Permissions Detail: Permissions include options for screen viewing, full control taking, and elevation for administrative actions.
Scope Management: Control who can assist and manage devices within specific groups, ensuring privacy and security.
Role Assignment: Users are assigned to roles through Intune with guided steps to ensure appropriate access levels.

Authentication: Uses Conditional Access Policies and requires users to sign in with organizational Microsoft Entra IDs.
Compliance Checks: Alerts helpers if devices breach assigned Compliance Policies before initiating remote support.
Data Protection: Logs session data such as start/end times and helper details for 30 days to preserve security.
Network Requirements: Encrypts traffic with TLS 1.2 during communication over port 443 (HTTPS).

Compatibility: Supports Windows 10/11 including ARM64 devices, Android Enterprise dedicated devices like Samsung and Zebra, macOS 13-15.
Cloud Platforms: Available on Azure Virtual Desktop and Windows 365, enhancing cloud-based operations.
Government Constraints: Not supported on GCC High or DoD tenants due to specific government restrictions.
Platform Content: Check eligibility details and updates through Intune's official service description for government agencies.

Remote Help App: Install on both helper and sharer devices through Intune's App Deployment Settings.
App Deployment: Convert Remote help app installer to Win32 format and distribute using Intune.
Configuration Process: Includes setting command lines for installation and uninstallation commands.
Detection Rules: Set file detection paths within Intune to ensure app presence on devices.