Mastering Android Remote Assistance with Intune: A Comprehensive Guide for IT Professionals

How to Leverage Android Remote Assistance with Intune for Streamlined Support

Android Remote Assistance with Intune is a powerful tool for IT administrators to provide streamlined support to end-users. By leveraging this feature, support personnel can remotely view or control an Android device to troubleshoot issues, configure settings, or guide users through complex tasks.

To begin using Android Remote Assistance, organizations must first ensure that they have a subscription to Microsoft Intune, which is part of the Microsoft Endpoint Manager. Once subscribed, the following steps will guide you through setting up and using remote assistance:

1. Enroll Devices: Ensure that the Android devices are enrolled in your Intune environment. This can be done by having users download the Company Portal app from the Google Play Store and sign in with their corporate credentials.

2. Configure Intune: Within the Intune portal, configure the remote assistance settings. Navigate to Device Configuration > Profiles and create a new profile or edit an existing one to include remote assistance permissions.

3. Grant Permissions: Users will need to grant permission for remote assistance on their devices. This typically involves accepting a prompt that allows the IT administrator to view their screen.

4. Initiate Remote Session: When a user requires assistance, the IT administrator can initiate a remote session through the Intune console. The user will receive a notification to accept the remote assistance request.

5. Troubleshoot and Guide: With the session active, the administrator can view the user's screen and, depending on the level of control granted, interact with the device to resolve issues or provide guidance.

6. End Session: Once the necessary support has been provided, the administrator can end the session, ensuring the user's privacy is maintained.

Using Android Remote Assistance with Intune not only enhances the support experience but also increases productivity by reducing downtime for end-users. It's a secure and efficient way to manage a fleet of Android devices within an organization.

Microsoft Intune From Zero to Hero

How can I set up Android remote assistance using Microsoft Intune?

To set up Android remote assistance using Microsoft Intune, follow these steps:

1. Sign in to the Microsoft Endpoint Manager admin center.
2. Navigate to Devices > All devices > choose the device you want to assist.
3. Click on ...More > New remote assistance session.
4. Inform the user to download and install the QuickSupport app from the Google Play Store on their Android device.
5. Once installed, instruct the user to provide you with the session ID from the QuickSupport app.
6. Enter the session ID into the Intune console and start the remote assistance session.

Ensure that you have the necessary permissions and that the user's device is enrolled in Intune.

What are the requirements for enabling remote help for Android devices in Intune?

To enable remote help for Android devices in Intune, you must:

1. Have an Intune subscription and the Intune Company Portal app installed on the target device.
2. Ensure the device is enrolled in Intune and appears in the Intune admin console.
3. Set up TeamViewer Connector within Intune by navigating to Tenant administration > Connectors and tokens > Remote assistance partners, then select Add to configure TeamViewer.
4. Assign a TeamViewer license to the user of the device if required.
5. Create and deploy a Remote Assistance policy to the Android devices.

The end-user will need to accept the remote assistance request on their device to initiate the session.

Are there any limitations or known issues with using Intune's remote help feature on Android devices?

Yes, there are some limitations and known issues with using Intune's remote help feature on Android devices. For instance, device compatibility can be a limitation as not all Android devices may support the remote help feature. Additionally, there could be restrictions based on the Android version, as newer features often require more recent versions of the operating system. There might also be limitations in the level of control provided during a remote session, such as restrictions on certain administrative actions. It's important to check Microsoft's official documentation for the most current information on these limitations.