Microsoft 365 Help Desk Delegation

While Microsoft 365 allows you to work from anywhere around the globe, but the features it provides are often insufficient. When an organization is spread across multiple countries, it's difficult for one administrator to do it all

Having a couple of administrators in different regions helps overcome timezone issues, but it can also lead to chaos when multiple people take the reins. To resolve this, Microsoft 365 introduced the delegation feature, which allows you to delegate admin rights to technicians without giving them full access to Microsoft 365.

Microsoft 365 allows admin delegation, but with some limitations. For instance, you can only delegate technicians default roles in Microsoft 365, such as password administrator, Exchange administrator, Skype for Business administrator, etc. You can't customize those roles based on your needs.

Complete help desk delegation with M365 Security Plus

In M365 Security Plus, our Microsoft 365 security solution, you're not limited to default roles. Select any combination of monitoring, auditing, alerting, and content search tasks to create your own customized roles. Assign these custom roles to help desk technicians to share the workload.

Highlights of M365 Security Plus:

Cross-tenant delegation: You can configure more than one Microsoft 365 tenant in M365 Security Plus, or delegate the rights of one tenant to another to make sure critical tasks are always taken care of. Suppose a tenant is unavailable and can't complete their tasks, then delegate their rights to another tenant to avoid discrepancies.

Domain-based delegation: If there are multiple domains in your organization, you can create roles with domain-specific tasks. Having domain-based admins can help you keep a closer eye on your domain. Domain based delegation option will not be available to those who have enabled virtual tenant delegation. Refer this page to know how to perform domain-based delegation with virtual tenants.

Attribute level delegation: Attribute level delegation lets you delegate tasks to users without losing control of your Microsoft 365 setup. Admins are often skeptical about delegating admin rights to users, as things can get out of hand if not properly monitored. To assuage these fears, M365 Security Plus lets you delegate particular tasks rather than giving a person full admin rights.

Non-admin delegation: Create and delegate roles to non-admins users. You can delegate miscellaneous tasks to trusted users to reduce help desk tickets.

Customized roles: Create custom roles according to your needs. Select any combination of monitoring, auditing, alerting and content search tasks to create a role. There's no limit to the amount of roles you can delegate to a technician, which provides flexibility when delegating admin rights to users.

Technician audit log: Track what a technician did with their delegated rights. For example, find out what audit reports were generated, which alerts were created, and more. View the time and status of each operation the technician completed as well.