May 10 2018
This blog entry is a continuation of our series on improving administration efficiencies in Office 365. In this writeup we will cover the empowerment of help desk and regional IT support for companies that want to assign front-level call centers and remote line-of-business support with basic admin rights to perform simple actions based on user requests. By enabling this delegation, many support requests can be handled immediately while the help desk has the end user on the phone. This improves call center response time metrics and increases user satisfaction ratings for IT.
Screenshot of the New Group with Selection Filter
Screenshot of the New Permission Template with Admin Actions Selected
Screenshot of the New Permission Template with Specific Reports Selected
Once you have assigned a list of users to the membership of a group (i.e. by Country and Department) and assigned a specific help desk personnel to be restricted by the scope of that group, you have successfully controlled the list of users that the support person can monitor. In addition, once you have assigned a help desk agent to a specific permission record and selected what reports they can view and what actions they can perform (i.e. manage passwords), you have effectively delegated role-based access control (RBAC) and admin actions within Office 365. Now, when the help desk agent logs onto the CoreView portal, they will only be able to make changes to the users you’ve granted access and only perform the admin actions that you’ve specifically assigned. Congratulations, you’ve successfully delegated a controlled set of management rights to a help desk agent! This capability is also useful when training new IT administrators. You can start with very basic actions that they’re allowed to perform, and as they become more experienced you can expand those actions to meet their support scope.
Available Admin Actions for a Help Desk Engineer (Inside “User Card” View)
The added bonus of using this model is that it is completely secure. Since there are no native Office 365 administrator rights needed within the tenant for these help desk agents, there is no way for them to log onto the Office 365 portal and make any changes directly within the tenant or via PowerShell. With CoreView, a service account performs all the actions requested through the UI. This keeps your overall user community secure and you can distribute and delegate the administration for your Office 365 environment how you want.