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Microsoft 365 Help Desk Delegation

While Microsoft 365 allows you to work from anywhere around the globe, the management features it provides are often insufficient. When an organization is spread across multiple countries, it's difficult for one administrator to singlehandedly manage every user and mailbox.

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 Manager Plus

In M365 Manager Plus, the Microsoft 365 reporting, auditing, and management component of AD360, our unified IAM solution, you're not limited to default roles. Select any combination of reporting, management, auditing, and alerting tasks to create your own customized roles. Delegate miscellaneous tasks such as password reset, account unlock, address attribute changes, contact attribute changes, etc. to technicians so you can focus on more important tasks.

Highlights of M365 Manager Plus:

Cross-tenant delegation: You can configure more than one Microsoft 365 tenant in M365 Manager Plus, or delegate the rights of one tenant to another to make sure critical tasks are always taken care of. For example, if one tenant is unavailable and can't complete their license management tasks, 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.

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 Manager Plus lets you delegate particular tasks rather than giving a person full admin rights.

Security delegation: Assign security-related tasks such as password resets, account unlocks, blocking users, etc. to one user so they can help keep an eye on your Microsoft 365 environment. Once you've created a role with all the right security-related tasks, delegate that role to a trusted technician to make sure your setup is running smoothly.

Non-admin delegation: Create and delegate roles to non-admins users. You can delegate miscellaneous tasks such as resetting passwords, changing contact details, etc. to trusted users to reduce help desk tickets. For example, you can delegate the right to update employee details to your organization's HR manager.

Customized roles: Create custom roles according to your needs. Select any combination of management, reporting, auditing, and alerting 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 which Active Directory objects they created, modified, and deleted, which reports they generated, which alerts they created, and more. View the time and status of each operation the technician completed as well.

Scenario 1: Allow an HR manager to create new user accounts

Many admins use Microsoft 365's help desk delegation feature when their company is hiring and there is a sudden influx of new employees. Provisioning new user accounts is a major priority that is quite time-consuming. Administrators can reduce both the time it takes to complete the process, and their involvement in it, by authorizing HR personnel to create new user accounts in Active Directory. With M365 Manager Plus, you can create a login for HR staff which they can use to view and perform their delegated tasks.

Scenario 2: Let help desk technicians unlock accounts and reset passwords

The most common issues users face are account lockouts and password issues. Regular requests to resolve these issues consume most of an administrator's productive time, causing a loss for the business. To avoid this, admins can delegate these activities to help desk technicians by authorizing them to log in to M365 Manager Plus and perform any delegated tasks.

To learn more about our delegation features, try our online product demo.

Create custom help desk roles to delegate Microsoft 365 administration to technicians.

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