Helpdesk Delegation
Helpdesk delegation is a concept in which we shift administrative tasks from second-line administrators to first-line helpdesk staff or designated key users. This allows us to simplify, speed up, and reduce IT management costs without compromising security. With helpdesk delegation, tasks previously performed by specialized administrators can now be performed directly by helpdesk staff. They use delegated forms, so they do not need direct administrative access to the underlying IT systems. In HelloID, we support this with the Service Automation module. This article outlines how helpdesk delegation works and what it delivers.
Why is Helpdesk Delegation Important?
In Identity and Access Management, we manage the bulk of accounts and permissions automatically based on a person's role, department, and other user attributes. We automate this in HelloID with our Provisioning module.
However, in our experience, about 20 percent of IAM-related work must always be performed manually. Not all required permissions can be derived directly from a person's role, department, or location. For example, a business analyst may need an additional design tool for a specific project they are responsible for. Or someone may receive an additional duty alongside regular work, for example, a member of the emergency response team. A user can also ask the helpdesk to update their email details or reset a password. These are all items that cannot be handled with automated provisioning; they are individual requests.
Many of these additional requests eventually end up on IT administrators' to-do lists. Changes must be executed in complex back-end systems such as Active Directory or the mail server. These administrators are usually already extremely busy, and you want to deploy them to more important work. That is why helpdesk delegation enables moving these tasks to first-line staff or even designated key users. These are regular employees who, after some additional training, can perform simple administrative tasks for colleagues within their own department and relieve the IT department.
How Does Helpdesk Delegation Work?
HelloID supports helpdesk delegation with the Service Automation module. Requests still arrive through standard channels, such as email, phone, or online ticketing. The helpdesk agent then checks whether the request is valid and authorized.
After that, the process is different. A request that was approved was previously forwarded to an administrator and handled when that person had time. With helpdesk delegation, the helpdesk agent can now fulfill the request directly using a convenient form.
An IT helpdesk agent can now easily create, modify, and delete external or temporary user accounts, or assign specific permissions within applications to individual users. You can also link users to an existing mailbox, group, or project folder. You can also create new mailboxes, change a password, or update someone's email details.
For many of those requests, the helpdesk agent must enter data, select options, and make other settings to execute the change. Service Automation provides delegated forms that can be configured as needed. A broad set of standard forms is available, so many types of requests can be added quickly to your helpdesk screens. If you want to add another function, you can easily modify an existing form or create a new form with the built-in drag-and-drop form builder.
The crux is that HelloID removes complexity for users. Through the platform, you, as a helpdesk agent, can perform many changes without having direct access to back-office systems such as Active Directory. You work only in the Service Automation module, and the software ensures that the actions are applied to the underlying systems. For this, HelloID Service Automation offers extensive integration options with Active Directory and more than 150 other IT systems and applications. The Service Automation screens can also be integrated seamlessly into the portals of leading social intranet and IT management solutions.
Thanks to the helpdesk delegation, you can allow relatively inexperienced helpdesk agents to carry out complex changes. The forms are simple and intuitive, the changes are processed immediately, and at the same time, staff have no direct access to those underlying systems. You can also easily configure it so that helpdesk agents only have access to a subset of capabilities or a subset of users. For example, you can allow interns to perform a few simple administrative tasks safely. Similarly, you can configure access for key users or managers who want to perform a few tasks themselves.
To be compliant with regulations such as GDPR and ISO 27001, all individual changes must be traceable. Therefore, the Service Automation module keeps a detailed record of all actions performed through helpdesk delegation.
Benefits of Helpdesk Delegation
Helpdesk delegation delivers several benefits:
You can shift administrative tasks as needed from busy second-line administrators to first-line IT service helpdesk staff, or even to key users or managers.
Within Service Automation, we support these actions consistently and use standard forms.
You can easily delegate different types of requests thanks to the large set of available templates you can adapt and configure.
Helpdesk staff and key users do not need direct administrative access to complex applications such as Active Directory. This minimizes the number of administrative accounts issued, which is an important ISO 27001 requirement.
Changes can be applied immediately. Previously, the request arrived at the helpdesk, but processing depended on the availability of a second-line staff member. Now the helpdesk agent can fulfill the request independently.
The Service Automation module also ensures that all changes are recorded, providing uniform logs and audit trails that show who performed what, when, and why. You are no longer dependent on different logs across multiple back-office systems.
From Helpdesk Delegation to Self-Service
Helpdesk delegation is designed to remove routine tasks from specialized administrators, allowing them to focus on new development projects and complex issues. With helpdesk delegation you can have less experienced helpdesk staff, key users, and managers handle those routine administrative tasks. This improves efficiency, and user change requests are often processed faster.
Lastly, you can shift a portion of individual changes directly to end users through a self-service portal. HelloID Service Automation's self-service functionality enables end users to request applications, permissions, and other IT resources without involving the helpdesk. This reduces the burden on the IT helpdesk, increases end-user self-sufficiency, and delivers IT resources to users faster.
For end users, this is intuitive, with a user interface built from tiles that show the applications and other services they can request. Service Automation provides advanced workflows that control and monitor the fulfillment of self-service requests in detail. With helpdesk delegation, requests still arrive through standard helpdesk tickets, and part of the process is checking whether each request is permitted; helpdesk delegation then focuses on executing the request.
With self-service, an automated approval step must be built in, because not every request can be granted automatically. For example, we can define that a request for access to a standard application is automatically approved, but that a request for an expensive license must first be reviewed by a department manager. We explain more in a separate article about self-service.
Learn More About Helpdesk Delegation
Want to learn more about the helpdesk delegation capabilities of our HelloID Service Automation module? The Service Automation page on our site provides a complete overview of the functionality and capabilities.