Intune helps frontline workers get their device to work for them

[Guest Bethany_Foyt]

To reduce the complexity for IT managing the expanding device ecosystem used by frontline workers (FLW), Microsoft Intune is introducing new capabilities that provide more control, more device choice, and simplified ways to resolve endpoint issues. Today we’re announcing the preview of Remote Help for Android, support for PICO Neo3 Pro/Pro Eye and PICO 4 Enterprise, the general availability of Zebra Lifeguard Over the Air (OTA) integration with Intune and the general availability of shared device mode support for Microsoft 365 apps.

 

Frontline workers have seen a great number of challenges in recent years, with increased workloads and safety precautions accelerating the need for technical enhancements that help them do their jobs effectively and efficiently. Device downtime can mean more than a loss of productivity or time. Employees in these customer and patient-facing, task-oriented FLW roles need devices they know can be supported anytime to stay productive, no matter where they are or what type of device they’re on.

 

As Steve Dispensa called out in a blog post about reducing the load on frontline workers, you can’t manage what you can’t see. And with a rapidly evolving device landscape that spans the globe, including AR/VR, rugged devices, and other form factors, FLW organizations need a deeper level of insight to manage this complicated matrix.

 

Organizations are seeking this insight and improved management in a number of ways with increased pressure to secure devices while they’re at it! Often this involves a multiple-solution approach that may seem to offer a sense of control, but, in reality, creates a disconnected endpoint ecosystem. This can result in fragmented data, low visibility, and frustrated workers on the front line just trying to get their jobs done.

 

In this blog, we’ll share how the new Intune capabilities can improve support and control for IT and technical operations teams while empowering frontline workers with a simplified experience and more options to choose devices that work best for them.

 

Remote Help for Android

 

 

Launching in preview with the August release of Intune, Remote Help for Android helps IT helps desks manage and support FLW Android devices to fix device issues faster, keep device compliance in check, and gain more session insight reports and audit logs. This enhanced level of insight helps admins maintain control on all endpoints for streamlined operations across the board.

 

What’s included with Remote Help for Android?

 

• Secure cloud-based helpdesk-to-device connections for Android devices no matter where they’re located.
  
• Unattended access allows IT to unlock and take control of devices at any time so devices for an organization’s frontline workers are ready to work when they are.
  
• Role-based access controls for IT administrators to assign view-only, full control, or unattended control for their helpdesk workers to make sure the right people have the right level of access. This helps organizations uphold a key principle of Zero Trust by ensuring least privilege access.
  
• Session reporting and audit logs that include data such as serial number, device information, control type, and session start and end times. This insight helps FLW organizations identify trends and data to catch suspicious activity and calibrate when device updates may be needed.
  

 

Remote Help for Android is starting with support for Samsung and Zebra devices enrolled as Android Enterprise Dedicated. To see how it works, watch this video and get more details here. Providing this choice to employees on the frontline can make a big difference in getting the work done right and on time. With devices they’re familiar with, they can focus on the work at hand.

 

This new functionality is part of the Microsoft Intune Suite. We’re thrilled to continue adding new capabilities that help you reduce costs, cut IT complexity, and improve FLW experiences. While in preview and once it’s generally available, billing and global administrators can try Remote Help for Android by starting a trial for Remote Help from the Intune Add-on experience in the Intune and Microsoft 365 admin centers. If you already have sufficient licenses for the Intune Suite or the Remote Help add-on, it will be available at no additional cost.

 

Intune adds app update management and more device support on AOSP

 

 

Specialty devices, like VR headsets, are helping global frontline workers perform complicated tasks without risking worker injury or equipment damage. Now Microsoft Intune is adding PICO devices to our list of supported devices that run on the Android Open Source Project (AOSP) platform. Management and control of these devices can be done seamlessly through the Intune console eliminating the need to add complexity by connecting through third-party integrations.

 

Further to the Intune launch of this platform, we’re planning to add a key capability for managing organizations’ mission-critical, line-of-business applications. This update management feature will enable IT to install and uninstall apps and simply push new versions of their company applications when needed. It’s anticipated to launch in the October release of Intune.

 

What’s included with Intune support for PICO devices?

 

 

Intune support for PICO devices, including PICO Neo3 Pro/Pro Eye and PICO 4 Enterprise, offers streamlined provisioning and device configuration. It includes support for certifications and Wi-Fi profiles, enforcement of device restrictions and compliance requirements, and a consistent endpoint management experience across all devices enrolled in Intune.

 

PICO 4 Enterprise VR headset

 

Intune enables swift device enrollment and content deployment, saving admins time and effort. This level of support and control allows companies to unlock new levels of productivity and helps to reduce the need for investing in third-party tools to meet their unique needs.

 

This specialty device management capability is included in the Intune Suite and available as part of the Intune Plan 2.

 

Intune integration with Zebra Lifeguard OTA

 

 

Outdated versions of devices can put frontline workers and their organizations at risk. By keeping these devices up to date, you can protect them from security vulnerabilities and prevent compatibility issues for users. With the Zebra Lifeguard Over the Air integration in Intune, IT admins have an efficient and secure way to update ruggedized Zebra Android devices, even if they don’t have physical access to the devices.

 

In May, we announced a public preview of this new integration. We’re pleased to announce that this functionality will be generally available in the September release of Intune as an addition to the Microsoft Intune Suite and Intune Plan 2. Admins can update and manage Zebra devices from the Intune admin center and deploy updates through Wi-Fi or mobile broadband. Learn more about this enhancement at aka.ms/Intune/Zebra-FOTA.

 

A simplified experience for shared devices

 

 

Frontline workers need to simply and quickly sign in and out of shared devices. Today, Intune enables organizations to enroll Android devices into Microsoft Entra ID–formerly Azure Active Directory shared-device mode, so they can provide sharable mobile devices to their frontline workers. With shared-device mode, frontline workers have a simpler authentication experience because they only need to sign in and sign out once whenever they use a shared device.

 

For organizations using Intune, we’re excited to announce that shared device mode support for Microsoft Outlook, Edge, Power Apps, and Viva Engage apps on Android devices is generally available as part of your Microsoft 365 plan that includes Intune. This is in addition to the supported Microsoft Teams and Managed Home Screen apps.

 

For customers that need shared device support for iOS devices, Intune now provides access to these same applicable Microsoft 365 apps in public preview and will launch it for general availability in the September release of Intune as part of your Microsoft plan that includes Intune.

 

Extra protection for Samsung Galaxy devices

 

 

FLW organizations continue to be some of the most security minded. We want to be sure you saw our recently announced solution that adds another layer of protection for Samsung Galaxy devices with hardware-backed device attestation.

 

Device attestation is a crucial mechanism to verify device trust and health and help detect if a device has been compromised and represents core security value of device management and protection in Intune. Building on our strategic partnership with Samsung, this attestation enables a trusted, on-device, hardware-backed health check. It gives organizations that allow Samsung Galaxy mobile devices to access their corporate network the confidence that personally owned Galaxy devices have the same strong level of extra protection as corporate-owned devices.

 

Let us hear from you

 

 

With these Microsoft Intune enhancements, more control and remote assistance for device management are here, offering frontline workers greater choice and flexibility. We’d love to hear from you about how they’re making a difference. Please comment below with your specific scenarios!

 

Learn more about Microsoft Intune and Microsoft Intune Suite:

 

• Related resources
  
• Return to the Microsoft Intune blog home
  
• Join the conversation on Twitter at @MSIntune and LinkedIn
  

 

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