Help desk technicians

    A help desk technician is an account that someone uses to sign in to SecureAI and work in the modules delegated to them. On this page you create those accounts, delegate what each technician can do, and manage the accounts afterwards.

    How it works

    A technician is added in one of two ways: with Product Authentication, where you create a login name and password inside SecureAI, or with Microsoft 365 Authentication, where you pick users from a Microsoft 365 tenant and they sign in with their existing accounts.

    You then delegate two things to the technician, and together they decide what the technician sees when they log in. Roles decide which tabs are available, covering Governance, Access Protection, Reports, and Administration, in full or limited to selected features within them. Resources decide which data appears under those tabs, and every technician needs at least one.

    A technician can also hold a workflow role, Reviewer, Approver, or Executor, which decides their part in access certification campaigns. After the technician is created, you can refine the delegation on the edit page: assign different roles for each resource, narrow a resource to specific services, assign the access templates the technician can use when creating access certification campaigns, and modify workflow roles. Built-in technician accounts cannot be modified or deleted.

    Prerequisites

    • Delegated access to the Help Desk Technicians tab in SecureAI.
    • At least one configured application instance, so a resource is available to delegate.
    • For Microsoft 365 Authentication, a configured Microsoft application instance with Entra ID, so the tenant and its users can be selected.

    Steps to add a help desk technician

    1. Go to Delegation > Help Desk Delegation > Help Desk Technicians.
    2. Click + Add New Technician.
    3. In Authentication Method, select Product Authentication or Microsoft 365 Authentication.
    4. Provide the account details.
      • For Product Authentication, enter the Email, Login Name, Password, and Confirm Password.
      • For Microsoft 365 Authentication, In Select Tenant, choose the tenant, then click the add icon next to Select Microsoft 365 Users. In the Select Microsoft 365 User window, select the users using the Display Name and User Principal Name columns, and click Select.
    5. In Select Roles, select the roles for this technician. Choose their part in access certification campaigns under Workflow Roles.
    6. In Select Resources, click the add icon and select at least one resource. The technician sees data only from the resources you select here.
    7. Click Save.

    Steps to edit a help desk technician

    1. Go to Delegation > Help Desk Delegation > Help Desk Technicians.
    2. In the Action column, click the edit icon for the technician.
    3. On the Edit Help Desk Technician page, change what the technician holds:
      • To delegate another resource, click + Add Resource. In the Add Resources window, select an application, select the instances to delegate, and click Add.
      • For each resource, select the roles to grant in Help Desk Roles. These apply to that resource only, so the same technician can hold different roles on different resources.
      • Under Services, click + Add to include a service, or click the remove icon on a service the technician should not manage for that resource.
      • To withdraw a resource entirely, click the delete icon on that resource.
      • In Access Templates, select the templates the technician can use while creating access certification campaigns.
      • In Workflow Role, change their part in access certification campaigns.
      • To change the account itself, such as the email or password, click Update Technician Profile.
      • To add a description of the technician account, click Add Description.
    4. Click Save Changes.

    Steps to manage existing technicians

    1. Go to Delegation > Help Desk Delegation > Help Desk Technicians.
    2. To find a technician, search the list or use Filter By.
    3. To view all roles delegated to a technician, click Details in the Delegated Roles column.
    4. To act on one or more technicians, select them and use Manage:
      • Enable restores access for a disabled technician.
      • Disable blocks access without removing the account.
      • Delete permanently removes the technician account.
    5. To create a technician with the same delegation, click the copy icon in the Action column.
    6. To change which columns appear, use add column icon on the top right. To save the list, use Export As.

    Note: Built-in technician accounts, such as SecureAI Admin, cannot be edited or deleted.