Embrace delegation to streamline your identity management tasks

Reduce the administrative workload by offloading routine user management tasks to help desk technicians

  • 34%

    Privilege abuse contributes to at least 34% of identity-related threats, including unauthorized data access.* Identity360's delegation ensures that users have only the appropriate level of access to perform their duties.

  • 1:100

    The ideal ratio of help desk technicians to employees, as suggested by Gartner, is 1:100 or 1:200 for organizations with over 7,000 employees.† Identity360 offers the flexibility to assign identity management tasks to multiple help desk technicians based on organizational requirements.

  • 39%

    39% of admins express concerns that a lack of IT personnel exposes their organization to increased security risk.‡ Leverage Identity360's delegation to ease the admin's workload and heighten organizational security.

Equip your IT admins with the power to delegate user life cycle management duties

ManageEngine Identity360 helps you assign specific permissions to help desk technicians to
improve the efficiency of identity management tasks.

Centralized management
Technicians roles

Centralized management

  • Offload user management tasks to non-administrative users to help reduce the admin's workload and increase their productivity.
  • Delegate specific help desk roles to manage users in your organization or audit operations taking place in Identity360.
  • Enable, disable, or modify the delegated roles of the technicians from a centralized console.
ManageEngine Identity360's technician management dashboard

Technicians roles

  • Identity360 offers predefined technician roles, such as Admin and Operator, to enable the delegation of tasks.
  • Technicians will be granted access to perform management duties that are tailored to their designated roles.
  • User management tasks, including user and group administration, orchestration management, report generation, application assignment to users, and security functions, like MFA and SSO, can be delegated to technicians.
ManageEngine Identity360's help desk technician roles

How does help desk delegation work in Identity360?

Here is how delegation works if you want, for example, to assign permissions to non-administrative users to generate reports:

How help desk delegation works in ManageEngine Identity360
  • Choose from the predefined help desk technician roles in Identity360, like Admin and Operator, to delegate tasks.
  • If you prefer not to assign administrators' roles with high-level responsibilities to technicians, you can opt for the operator role, which allows technicians to access and generate a wide range of reports available in Identity360.
  • Users can now view and generate the reports assigned to them based on their help desk role in the Identity360 portal.
  • You have the flexibility to modify the user's role. If you wish to revoke the user's delegated privileges, you can either disable or delete the technician.

Why do you need
to delegate management tasks to users?

Reduced workload

By delegating management tasks to technicians, the workload for IT help desk admins can be decreased, mitigating burnout, and boosting job satisfaction.

Enhanced response time

By delegating certain management tasks to technicians, user requests and issues can be addressed and resolved swiftly, leading to reduced response time and improved efficiency.

More focus on crucial issues

IT admins can focus on high-priority concerns like fortifying security and improving IT infrastructure, while the technicians handle routine activities.

Optimized resource utilization

Delegation ensures that the right people are handling the right tasks at the right time, which promotes better utilization of IT resources.

Why does your organization need delegation?

Delegating user management activities to a specialized team of technicians in your organization ensures enhanced user experience as tasks are promptly executed, enabling employees to remain productive. IT admins won't have to worry about delays in resolving critical issues, as they can allocate time to address them without being burdened by routine identity management tasks. This promotes streamlined IT management and risk mitigation. Having help desk technicians adhere to standardized procedures to handle mundane administrative duties ensures consistency in issue resolution.

Offload repetitive tasks from your IT admin's duties with delegation

Frequently asked questions

1. What is delegation?

Help desk delegation is the process of assigning specific tasks and responsibilities to non-admin users to assist in handling routine IT management activities. Delegating tasks to help desk technicians helps optimize the management of IT resources and increase the productivity of IT admins.

2. Who are help desk technicians?

Help desk technicians are non-administrative users who are authorized to carry out the tasks delegated by the IT admin. These technicians manage administrative duties and aid users in resolving IT issues and common technical challenges, like changing or resetting passwords, to reduce the IT admin's workload.

3. What help desk roles does Identity360 offer?

Identity360 provides predefined roles like Admin and Operator. Choose and delegate roles based on the tasks and responsibilities you need to assign to the technicians.

4. What tasks can be assigned to help desk technicians through delegation?

Identity360 enables technicians to handle a range of tasks that are aligned with their delegated roles, such as user and group management; orchestration; application assignment; access management; report generation; license management; and security functions like MFA, SSO, and password reset.

Discover more with Identity360

  • Unified directory services
  • Robust MFA
  • Secure SSO
  • End-to-end life cycle management
  • Centralized access management
  • Comprehensive reports

Unlocking efficiency with Universal Directory

Leverage identity storage for your organization with Universal Directory.

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Robust MFA techniques to secure your organizational identities

Identity360 provides comprehensive MFA capabilities to secure your enterprise against threats.

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Secure, seamless SSO for your organization

Identity360 equips and empowers your organization with modern SSO capabilities.

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Enhance workforce productivity through effective identity management

Identity360 provides end-to-end identity life cycle management capabilities.

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Cross-platform access management capabilities

Identity360 streamlines cross-platform access management for admins and end users.

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Gain a comprehensive view of your organization's security and identity analytics through reports

Access valuable insights with detailed identity analytics reports.

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Featured resources

Administrator's guide

A handbook for admins to discover and leverage Identity360's capabilities.

Learn more

A brief overview of how Identity360 is tailored to benefit your organization.

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Product updates

Upcoming features, enhancements, and other updates planned for Identity360.

Learn more

Source: *Expert Insights Article: 50 Identity And Access Security Stats You Should Know In 2024, AteraArticle: IT Staffing Ratios — how many IT staff should you have per employee?, NetwrixArticle: 2021 Sysadmin Report