The helpdesk role should typically be focused on a number of core features:
Incident Management: logging and providing first line response to issues in the organization.
User Support: supporting users through issues (that are often common and can be resolved rapidly) and providing guidance on completing many self service processes.
Problem Management: Identifying and working on recurring problems, and updating the helpdesk service to provide solutions to future requests.
Service Request Fulfillment: taking care of user requests in a timely fashion ensures smooth operations and avoiding bottlenecks for users who need to complete task on a deadline.
Communication: when there are incidents and requirements for system down time, the helpdesk provides a vital role in communicating the impact on users.
Service Request Fulfillment: taking care of user requests in a timely fashion ensures smooth operations and avoiding bottlenecks for users who need to complete task on a deadline.
Segregation of Duties is vital within the help desk function of your organization. Help desk users often require access to perform tasks such as reset passwords, unlock users and provide other support. Alongside these types of processes, Oracle's ERP/HCM application has always bundled in much more functionality related to security such as:
* Edit Users
* Edit Roles
* Provision and de-provision Roles from Users
For a long time, these features have been requested via the Oracle idea lab, and now they are available.
In order to deploy and separate out these functions there is some Role design changes that need to take place. We have worked with our partner ERP Risk Advisors to provide this free to you, and help create more secure customer environments.
This guide walks you through the process of creating a new role that will leave out risks that a helpdesk user should not be exposed to.
To receive the FREE guide, or have us talk through the process of creating your own, please fill out the form below: