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Help Desk

Active Directory help desk management

As your organization grows, so does your need for an efficient Active Directory (AD) help desk tool. It can be extremely cumbersome for an administrator to manage users from new offices in various locations. In cases like these, help desk delegation needs to be extended across domains to facilitate multi-domain management. Trying to perform help desk delegation with the native AD tools or PowerShell only adds to an administrator's woes.

With ManageEngine ADManager Plus, a single help desk can perform a myriad of roles in different domains, i.e., AD help desk password reset in one domain and create users in another. Moreover, the burden on an administrator is greatly reduced as they can now use a single technician to carry out multiple tasks across different domains. With this cross domain, multi-role delegation feature of ADManager Plus, administrators can manage multiple domains with ease.

How AD help desk delegation works in ADMananger Plus:

ADManager Plus allows AD administrators to delegate or assign tasks to non-administrative users with its powerful AD help desk delegation capability. With this feature, you can perform:

  • OU-based delegation: Ensure AD security by limiting the scope of the help desk technicians to specific organizational units (OUs).
  • Role-based delegation: Create help desk roles such as security roles based on common administrative tasks to minimize errors and ensure uniformity.
  • Group-based delegation: Delegate roles to AD groups so that all group members can inherit the permissions to perform tasks defined in that role.
  • Site-based delegation: Decide which domain controller (DC) must be contacted first, along with the order of preference of DCs, when the help desk technicians perform operations delegated to them.

Help desk management

Let's consider a scenario where Florida-based XYZ Corporation ­is managed by an administrator and an experienced help desk agent. XYZ has recently expanded its operation by installing offices in Georgia, New York, and Texas. The administrator, who works out of Florida, is in a fix. It has become impossible for him to carry out all the tasks by himself. So he decides to delegate a few of his incidental tasks to help desks in Georgia, Texas, and New York. However, there are a few crucial tasks like Active Directory cleanup which can neither be delegated to these new help desks for their inexperience, nor can be done by the already burdened administrator. What does the administrator of XYZ do now? Is there a solution to his problem?

ADManager Plus provides a complete solution for this scenario with its enterprise-wide help desk delegation feature. With ADManager Plus, the administrator can delegate his incidental tasks such as create users and reset passwords to the naive help desks in Georgia, Texas, and New York, respectively. On the other hand, crucial tasks like moving or disabling inactive users (based on the reports generated) can be delegated to the senior help desk in Florida. Therefore, they can disable users and move users in all the four locations, besides creating users and resetting passwords in the Florida domain. Now, the administrator can periodically take necessary actions on these disabled users and ensure the Active Directory is clean and secure. With help desk delegation in AdManager Plus, the administrator can manage multiple domains with ease, all the while ensuring that the crucial tasks stay under his direct supervision!

Get the free download of ADManager Plus' trial version to explore its help desk delegation in detail.

Benefits of using ADManager Plus for Active Directory help desk delegation:

  • Delegate selected AD tasks to non-administrators.
  • Delegate tasks with a scope limited to specific organizational units (OUs) and groups.
  • Decide which domain controller (DC) must be contacted first, and also specify the order of preference of DCs when your help desk technicians perform any operation delegated to them, with ADManager Plus' site-based delegation feature.

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Other features

Active Directory Management

Make your everyday Active Directory management tasks easy and light with ADManager Plus's AD Management features. Create, modify and delete users in a few clicks!

Active Directory Password Management

Reset password and set password propertied from a single web-based console, without compromising on the security of your AD! Delegate your password-reset powers to the helpdesk technicians too!

Active Directory User Reports

Exhaustive reporting on Active Directory Users and user-attributes. Generate reports in user-activity in your Active Directory. Perform user-management actions right from the report interface!

Active Directory Logon Reports

Monitor logon activities of Active Directory users on your AD environment. Filter out Inactive Users. Reporting on hourly level. Generate reports for true last logon time & recently logged on users.

Active Directory Compliance Reports

Active Directory reports to assist you for compliance to Government Regulatory Acts like SOX, HIPAA, GLBA, PCI, USA PATRIOT...and much more! Make your organization compliance-perfect!

Active Directory Automation

A complete automation of AD critical tasks such as user provisioning, inactive-user clean up etc. Also lets you sequence and execute follow-up tasks and blends with workflow to offer a brilliant controlled-automation.

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