What are the job and duty roles for Help Desk?

Many security roles are predefined in the Help Desk and HR Help Desk offerings. Here's a list of the job and duty roles for Internal Help Desk and HR Help Desk with descriptions.

The following table lists the Internal Help Desk and HR Help Desk job roles.

Job Role	Description
Internal Help Desk Administrator Next Gen Human Resources Help Desk Administrator	Manages setup and configuration.
Internal Help Desk Agent Next Gen Human Resources Help Desk Agent	Creates requests on behalf of employees and manages requests.
Internal Help Desk Manager Next Gen Human Resources Help Desk Manager	Manages a group of Agents (as defined in the Resource Hierarchy) or is responsible for reviewing and analyzing help desk metrics.
Internal Help Desk User Next Gen Human Resources Help Desk User	Requests support to resolve their questions and issues.

The following table lists the duty roles specific to the Help Desk offering.

Duty Role	Description
Internal Service Request Administration HR Service Request Administration	Manage all aspects of help desk requests. In addition, can manage queues and administer the help desk service application, including setup.
Internal Service Request Analysis HR Help Desk Analysis	Manages group of agents. Can view requests, activities, and attachments. Monitors metrics and overall resource balancing, critical requests, SLA's.
Internal Service Request Creation HR Service Request Creation	Requests support to resolve their related questions and issues.
Internal Service Request Management HR Service Request Management	Manages all aspects of the request object.