Introduction
Microsoft Intune Remote Help uses role-based access control (RBAC). Intune includes built-in roles like Help Desk Operator and School Administrator that provide Remote Help access.
The Help Desk Operator and School Administrator roles include full Remote Help permissions along with additional rights, such as wiping or retiring devices and assigning apps or policies. If an account with these roles is compromised, the attacker gains access beyond remote assistance capabilities.
Microsoft recommends custom RBAC roles to implement least-privilege access. Creating them manually in the Intune admin center requires defining permissions, creating the role, setting up security groups, and assigning scope – typically around 30 minutes for all four roles given no mistakes are made.
This PowerShell script creates four custom roles and corresponding security groups in under 10 seconds:
- Level 1 Support – View-only access
- Level 2 Support – Full control (without elevation)
- Senior Techs – Elevation permission (for UAC/admin actions)
- Device Teams – Unattended access (for Android dedicated devices)
Each role contains only the Remote Help permissions required for its tier and no additional device management permissions.









