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What is help desk delegation
This feature helps administrators to assign or delegate selected activities to non-administrative desk users. It is recommended top delegate non-core administrator activities to help desk technicians.
What is Help Desk
Technician
A person who is entitled to perform the operations delegated by the administrator is called help desk technician. These operations can deviate from the regular end user functions with a bias of administrative tasks aimed to increase the productivity and reduce administrator's workload.
What is Help Desk Role?
A specific role or a set of roles that are delegated by administrator to a unique non administrative user to perform are called help desk roles.
How to create a help desk technician?
Click AD Delegation
Click on Help desk technicians
Select Add New Technician.
Select domain
Select user by clicking on Browse.
Select a role by clicking on choose (Note: You can customize the roles. Learn more).
Select the Organizational Unit (OU). This step ensures that the user's help desk operations are restricted to this OU only.
Click on save.
If you want to modify
the technician, click on
present on the summary page.
How to create a help desk role?
There are some predefined help desk roles that you find under Help Desk Roles Tab.
To create a new help desk role:
Click AD Delegation
Click on Help Desk Roles
Select Create Help Desk role.
Specify the role name and description.
Check in one or more of the boxes available. This will define the scope of the user operations i.e. you can create a help desk role which is limited to AD Reports or AD management etc.
For further exclusive role, click on the image '+'.
In case of Create / Modify users, click on user properties to specify the attributes.
Click on Save Role.
Work Flow for Help Desk Delegation
The core functional theme of Help Desk Delegation is that the technician can login to the ADMP console and perform the functions delegated by Administrator. For this to happen the Administrator should perform the following steps to authorize a help desk technician.
Modify (click on ) or delete (click on
) existing technician
or create a help desk technician .
Select or modify the predefined the help desk roles or create a new help desk role.
Define the scope of each operation. Click on the images '+' for granular authorization.
All the operations can be restricted to a specific OU. More about OU Restriction
Administrator can restrict the help desk technicians function to a specific part of OU or to specific attributes in a function.
Example: Help desk technicians can be allowed to modify Group attributes at the same time restricting or avoiding them to any of the sub functions like add to group or remove from group or set primary group.
All the functions that are being performed by help desk technicians can be restricted to specific OU's. This enhances the security of Active Directory by authorization.
How help desk delegation helps you
Help Desk delegation helps in disseminating the workload from administrator's desk. It reduces the burden on administrator there by allowing him to concentrate on core administrator activities.
It increases the productivity of users by eliminating administrator's intervention in self-manageable activities.
What is the scope of delegation?
Administrator can limit the scope of delegated activities according to his wish. He can limit the technicians to a specific organizational units or a part of organizational unit.
What about security
Help desk delegation is delivered with a security shield. All the actions performed by help desk technicians will be in the purview defined, enabling security settings intact. To prevent security breach the technicians and their activities are fenced to a specific party of Active Directory and enforced authentication zeroes security pitfalls.
How to use Help desk delegation
For a successful implementation of this feature follow the below steps:
Select the AD Delegation tab.
Click the Help Desk Technician
Select the domain
Select the Active Directory user. Click Browse to select user. The selected user will be eligible to perform the roles defined in next steps.
Select the role by clicking on 'choose'. This role will be assigned to the user selected. Be cautious in selecting the role. At a time you can delegate only one role to a user.
Select the Organizational Unit. This limits the user's role only to that OU.
Save.
Help desk Implementation Scenario's
HR Department in your organization need not wait long time to confirm that the newly joined employees are enrolled on to the active directory users list. Help Desk Delegation allows administrator to grant rights to the HR People to create new user accounts soon a person is recruited, there by saving the time of both departments and enhance productivity.
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