Help Desk Delegation

Help desk delegation is a fundamental process aimed at optimizing task distribution and enhancing operational efficiency. This strategic practice involves delegating tasks and responsibilities to non-administrative help desk users and non-IT staff, like HR personnel and managers, effectively distributing the workload across the organization. By employing this non-intrusive method, organizations can mitigate the risk of privilege creep within systems or applications, ensuring that user permissions remain aligned with their roles and responsibilities.

In a scenario where a large corporation heavily relies on its IT support team for managing user inquiries, technical issues, and service requests, the IT department faces significant strain due to limited resources and a surge in support tickets. To address this, the company should implement a help desk delegation system. Technicians are assigned specific tasks, streamlining operations and enhancing service delivery despite resource constraints.

To implement delegation, you can either directly add users as technicians and assign them one of the predefined roles, or you can create custom roles and assign them to a group of users.

• Help Desk Technicians
• Help Desk Roles

Help Desk Technicians

A help desk technician is someone authorized to carry out tasks delegated by administrators. Their responsibilities often lean towards administrative tasks aimed at enhancing productivity and lightening the workload of administrators. By handling various operational aspects, they ensure smooth workflows and prompt resolution of identity- and access-related issues.

How to create new help desk technicians?

1. Navigate to the Settings tab > Administration > Help Desk Delegation > Help Desk Technicians.
2. Click Add New Technician in the top-right corner.
3. In the Select User(s) field, select the users that you wish to assign as technicians by clicking the icon.
4. Select one or more roles from the Select Role drop-down menu. Options include Admin, Operator, or any custom roles you have previously created.

Role	Control
Super Admin	Full control of the product.
Admin	Full control except for modifying the product's subscription and closing the Identity360 account.
Operator	Capable of auditing the operations performed through Identity360.
Custom roles	Technicians are granted only the permissions associated with a specific custom role.

5. Click Add.

Note: When performing any management or synchronization operations in Universal Directory, actions executed by technicians in any role will be recorded as if performed by the organization's Super Admin. This is due to the use of the Super Admin's scope to record all operations internally.

Once you’ve created a new help desk technician, you can perform the following actions:

• Enable or disable the help desk technician.
• Edit the help desk technician.
• Delete the help desk technician.

Enable or disable the help desk technician

To enable or disable a help desk technician, select the or icon in the Action column. Disabling technicians will temporarily revoke their role privileges, causing their accounts to function as regular user accounts.

Edit the help desk technician

To edit a help desk technician, click the icon in the Action column next to the technician you want to edit.

Delete the help desk technician

To delete a help desk technician, click the icon in the Action column next to the technician you want to delete. Deleting technicians will revoke their role privileges, causing their accounts to function as regular user accounts.

Help Desk Roles

Help desk roles refer to specific tasks or a defined set of responsibilities delegated by an administrator to non-administrative users within the help desk system. If the predefined roles (Super Admin, Admin, and Operator) don't meet your business requirements, you can create custom roles and assign them to users.

A technician can be assigned multiple roles, and the system will provide access based on the permissions from all assigned roles. For example, if a technician holds two custom roles, they will have the combined permissions from both roles, enabling them to perform all associated tasks.

How to create new help desk roles

1. Navigate to Settings > Administration > Help Desk Delegation > Help Desk Roles.
2. Click Create New Role in the top-right corner to create a new help desk role. You can also create a new role by just copying an existing role and then adjusting actions as necessary.
3. In the page that appears, enter an appropriate name and description for the new role.
4. From the list of tasks listed under Universal Directory, Applications, Reports, and Settings, select the tasks that you wish to include in this role.
5. Click the Create Role button to create a new role.

Once you’ve created a new help desk role, you can perform the following actions:

• Edit the help desk role.
• Delete the help desk role.

Edit the help desk role

To edit a help desk role, click the icon in the Action column next to the role you want to edit.

Delete the help desk role

To delete a help desk role, click the icon in the Action column next to the role you want to delete. Deleting roles will remove them from any assigned technicians, causing them to function as regular user accounts if it is their only role.

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