Intune Help Desk Support Tools for Windows Devices Quick Review

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Intune Help Desk Tools

Intune provides useful tools for help desk teams. I assume for most of the organizations, help desk teams are the first level support for all Intune or mobile device management issues. Intune Help Desk Support Tools explained in this post will help the team to get full speed on support scenarios.

I have a post to explained about basic troubleshooting of Intune issues. This post would be helpful for Intune help desk teams to understand in a better way. I would recommend reading the following post How to Start Troubleshooting Intune Issues.

Content:-

  1. Help Desk Support Tools?
  2. Video Experience – Factory Reset and Restart of a Windows Device
  3. Factory Reset a Windows Device
  4. Fresh Start of a Windows Device

Intune Help Desk Support Tools?

Let me tell you, officially there are no tools called Intune help desk support tools. I have termed some of the neat features of Intune as help desk support tools. I have an Intune RBAC post that will help you to understand the security permissions needed for each role. To better understand, I have segregated Intune job roles into two(2).

  1. Intune Help Desk – First(1) level support
  2. Intune Admin – Second(2) or Third(3) Level Support

All the tools or features used by Intune Help Desk team can be termed as Help Desk Support Tools. In this post, we will see the video experience of a couple of Help Desk tools Factory Reset and Restart.

Video Experience – Factory Reset and Restart of a Windows Device

Once restart is initiated from Intune, it gives user two(2) minutes to save their settings. This two(2) minutes of restart countdown can’t be customized.

Factory reset option was really quick, and it’s very dangerous if this happened to the user device as a human error. So be very careful before initiate factory reset or fresh start via Intune.

Factory Reset a Windows Device

The factory reset from Intune can retain enrollment state and user account if you wish to. This is the additional option which you get when you do a factory reset of Windows 10 machine. Factory reset returns the device to its default settings. The Retain enrollment state and user account option is only available for Windows 10 version 1709 or later.

MDM policies will be reapplied the next time the device connects to Intune. This removes all personal and company data and settings from this device. You should be very careful before initiating a factory reset. You cannot revert this action and the user will lose all the data. This feature is one of the useful Intune Help Desk Support Tools to help users to rebuild the machine.

Following are the Quick Steps to Initiate Factory Reset of Windows 10 Device:-

  1. Sign in to the Azure portal.
  2. Select All services, filter on Intune, and select Microsoft Intune.
  3. Select Devices > All devices.
  4. Select the name of the device that you want to factory reset.
  5. In the pane that shows the device name, select Factory reset.

Intune Help Desk Support Tools

More details in Microsoft doc here.

Fresh Start of a Windows Device

Intune Help Desk team can use Fresh Start feature to quickly reset a Windows device with some special options. The Fresh Start device action removes any apps installed on a Windows 10 PC that is running the Creators Update (1703). Then, it automatically updates the PC to the latest version of Windows.

Fresh Start = CleanPC CSP

This Fresh Start action helps remove pre-installed (OEM) apps installed with a new PC. Trail version applications, freeware, etc. To keep the contents of the user’s Home folder, and only remove apps and settings, use the option “Retain user data on this device” setting.

Cleaning this device will remove all preloaded Win 32 apps and update the device for free to the current version of Windows 10. You can choose whether to retain user data on this device. This feature is also a handy option as Intune Help Desk Support tools.

Following are the Quick Steps to Initiate FRESH Start of Windows 10 Device:-

  1. Sign in to the Azure portal.
  2. Select All services, filter on Intune, and select Microsoft Intune.
  3. Select Devices > All devices.
  4. Select the name of the device that you want to FRESH Reset.
  5. In the pane that shows the device name, select FRESH Start.

Intune Help Desk Support Tools

More details from Microsoft doc here.

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