IT Specialists! Hello everyone! Especially you, reading yet another tutorial. 😉
Today we’ll look at how to configure Remote Help on Intune for macOS, a super useful feature for providing remote support in a secure and controlled way.
Preconfiguring app deployment, support staff permissions, and macOS permissions is essential: it simplifies the user experience and makes support much smoother, avoiding interruptions and manual prompts during the session.
🛠️ Enabling Remote Help on the Tenant
Let’s start with the first step: enabling Remote Help in the Intune tenant. This is necessary to make the feature available globally.
📦 Deploying the Remote Help App
Download the Remote Help PKG app from the following URL:
https://aka.ms/downloadremotehelpmacosThen upload it to Intune to deploy it to macOS devices.
This is a Managed PKG! If you’re not sure what the difference is between Managed and Unmanaged PKGs, no worries, I’ve included the usual bucketload of documentation at the end of the article or in the description. 😊
👥 Required Permissions for Help Desk Operators
Anyone providing support must have the correct permissions.
The Help Desk Operators role in Intune is sufficient to use Remote Help.
✅ Requirements for a Smooth macOS Experience
To avoid issues during support sessions, the Mac must have:
Enterprise SSO configured (even better if using Platform SSO).
If you want to see how to configure PSSO, check out my video linked in this article.Company Portal open and user signed in
🔐 Configuring Accessibility and Screen Capture Permissions
Create an Intune policy to configure Accessibility and Screen Capture permissions.
⚠️ Important: Screen Capture still needs to be manually authorized by the user, as macOS doesn’t allow MDM to force the “Allow” setting.
With Intune, the best we can do is allow even standard users to change this permission, no admin rights required.
💻 Verifying Permissions on macOS
Launch the Remote Help app on macOS and check that permissions are correctly set.
The user will only see the manual prompt for screen capture.
👩🏻💻 User Experience (IT Specialist and End User)
With some incredible special effects (I definitely need to improve my video editing skills) 😊 we’ll explore the user experience from both perspectives: the support provider and the end user.
In full screen, I’ve shown your experience as the IT Specialist providing support.
In a small overlay at the bottom right, I’ve also recorded what’s happening simultaneously on the end user’s side, so you can fully understand the experience from both points of view.
📄 Attached Documentation
Here are some useful links to dive deeper into Remote Help and macOS permissions management.
As always, freshly baked and delightfully crisp documentation:
📩 Conclusion
Awesome! Remote Help is now correctly configured on macOS via Intune.
Thanks for sticking with me this far!
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To you and all IT Specialists, see you soon… you legends!
Riccardo
