Human Resource Help Desk Manager (Job Role)

Individual responsible for managing help desk operations and personnel, dealing with escalated issues, and analyzing help desk performance and quality.

Role Hierarchy

The Human Resource Help Desk Manager job role directly and indirectly inherits these roles.

• Human Resource Help Desk Manager

  • HR Help Desk Analysis

  • Knowledge Authoring

  • Knowledge Home for HCM

Duties

This table lists the duties assigned directly and indirectly to the Human Resource Help Desk Manager job role.

Duty Role	Description
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.
Knowledge Authoring	Provides for the ability to participate in the life cycle of a knowledge article from creation to deletion
Knowledge Home for HCM	Knowledge Home duty role strictly for HCM access

Privileges

This table lists privileges granted to duties of the Human Resource Help Desk Manager job role.

Granted Role	Granted Role Description	Privilege	Privilege Description
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Access Partner Media Toolbar	Allows access to the partner media toolbar
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Add Attachment	Allows adding an attachment to a SR or SR Message. This privilege will also allow the user to delete an attachment from the SR.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Assign Service Request	Allows manual assigning of service request to a resource
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Assign Service Request to Queue	Allows manual assigning of service request to a service queue.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Compose Customer Message	Allows composing a customer message for a SR
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Compose Internal Note	Allows composing an internal note for a SR
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Compose Response	Allows composing a Response for a SR
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Create Activity	Allows creating activities.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Create Article	Not Available
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Create Service Request	Allows creation of a service request
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Delete Activity	Allows deleting activities.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Download Attachment of an SR or SR Message	Allows downloading an attachment of an SR or SR Message.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Edit Service Request	Allows editing of a service request
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Forward Service Request	Allows forwarding a SR
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	HR Help Desk Agent Action	Allows actions that a help desk agent can take on a service request.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Manage Omnichannel Presence and Availability	Allows management of the omnichannel availability for new work, presence menu and indicator.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Manage SR Team Member	Allows adding/removing a team member to a SR
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Manage SmartText	Allows creation, update and delete of a SmartText.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Update Activity	Allows editing activities.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Update Primary Contact	Allows manual update of Primary Contact field.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	Use SmartText	Allows using SmartText.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Activity	Allows viewing activities.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Attachment	Allows viewing attachments on a SR or SR Message
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Contextual pop up for a Person	Allows viewing of contextual pop up for a person to perform HCM actions on that person.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View HR Help Desk Manager Dashboard	Allows viewing of HR Help Desk Manager dashboard. The dashboard contains analytical reports on service objects for HR.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View HR Help Desk Service Request List	Allows viewing of HR Help Desk service request list.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Help Desk Service Request	Allows viewing of Help Desk service request details.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Interactions	Allows viewing of interactions history.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Knowledge within Service Request	Allows viewing of knowledge base components within the service request UI.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Service Request Activities	Allows viewing of service request activities tab and its contents.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Service Request Audit History	Allows viewing of service request audit history.
HR Help Desk Analysis	Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, SLA's.	View Service Request Team	Allows viewing of service request team tab and its contents.
Knowledge Authoring	Provides for the ability to participate in the life cycle of a knowledge article from creation to deletion	Knowledge Authoring	Manage Knowledge Articles
Knowledge Home for HCM	Knowledge Home duty role strictly for HCM access	Access Knowledge Home in HCM	Allow accessing Knowledge Home under HR Help Desk.

Data Security Policies

This table lists data security policies and their enforcement across analytics application for the Human Resource Help Desk Manager job role.

Business Object	Policy Description	Policy Store Implementation
Activity	A Human Resource Help Desk Manager can delete activity where they are either the owner or a delegator of an activity.	Role: Human Resource Help Desk Manager Privilege: Delete Activity (Data) Resource: Activity
Activity	A Human Resource Help Desk Manager can update activity where they are either a resource or a delegator of a task or an owner or a delegator of an appointment or an owner or a delegator of a call report activity.	Role: Human Resource Help Desk Manager Privilege: Update Activity (Data) Resource: Activity
Activity	A Human Resource Help Desk Manager can view activity for all activities in the enterprise	Role: Human Resource Help Desk Manager Privilege: View Activity (Data) Resource: Activity
Activity	A Human Resource Help Desk Manager can view activity where they are either a resource or a delegator of an activity.	Role: Human Resource Help Desk Manager Privilege: View Activity (Data) Resource: Activity
Activity	A Human Resource Help Desk Manager can view activity where they are in the management chain of an activity resource.	Role: Human Resource Help Desk Manager Privilege: View Activity (Data) Resource: Activity
Activity Note	A Human Resource Help Desk Manager can manage activity note where they are the author of the note or the note is not a private note	Role: Human Resource Help Desk Manager Privilege: Manage Activity Note (Data) Resource: Activity Note
Activity Resource	A Human Resource Help Desk Manager can update activity resource where they are a resource for an activity.	Role: Human Resource Help Desk Manager Privilege: Update Activity (Data) Resource: Activity Resource
Application Attachment Category	A Human Resource Help Desk Manager can delete application attachment for all application attachments of categories including service request internal and miscellaneous documents	Role: HR Help Desk Analysis Privilege: Delete Application Attachment Resource: Application Attachment Category
Application Attachment Category	A Human Resource Help Desk Manager can read application attachment for all application attachments of categories including service request internal and miscellaneous documents	Role: HR Help Desk Analysis Privilege: Read Application Attachment Resource: Application Attachment Category
Application Attachment Category	A Human Resource Help Desk Manager can update application attachment for all application attachments of categories including service request internal and miscellaneous documents	Role: HR Help Desk Analysis Privilege: Update Application Attachment Resource: Application Attachment Category
Content Type Table	A Human Resource Help Desk Manager can update content type table hcm content types	Role: Human Resource Help Desk Manager Privilege: Update Article of a content type Resource: Content Type Table
Content Type Table	A Human Resource Help Desk Manager can view content type table hcm content types	Role: Human Resource Help Desk Manager Privilege: View Article of a content type Resource: Content Type Table
Inbound Message Detail	A Human Resource Help Desk Manager can manage inbound message for all inbound messages sent to a human resource channel	Role: HR Help Desk Analysis Privilege: Manage Inbound Message (Data) Resource: Inbound Message Detail
Service Assignment Queue	A Human Resource Help Desk Manager can manage service queue for all human resource service queues	Role: HR Help Desk Analysis Privilege: Manage Service Queue (Data) Resource: Service Assignment Queue
Service Category	A Human Resource Help Desk Manager can manage service category for all human resource service categories	Role: HR Help Desk Analysis Privilege: Manage Service Category (Data) Resource: Service Category
Service Request Header	A Human Resource Help Desk Manager can manage service request header where the human resource service request is assigned to a queue that they or their subordinate is a member of	Role: HR Help Desk Analysis Privilege: Manage Service Request Header (Data) Resource: Service Request Header
Service Request Header	A Human Resource Help Desk Manager can manage service request header where the human resource service request is assigned to them or their subordinate	Role: HR Help Desk Analysis Privilege: Manage Service Request Header (Data) Resource: Service Request Header
Service Request Header	A Human Resource Help Desk Manager can manage service request header where they are the primary contact of the human resource service request	Role: HR Help Desk Analysis Privilege: Manage Service Request Header (Data) Resource: Service Request Header
Service Request Header	A Human Resource Help Desk Manager can manage service request header where they created the human resource service request	Role: HR Help Desk Analysis Privilege: Manage Service Request Header (Data) Resource: Service Request Header
Service Request Header	A Human Resource Help Desk Manager can manage service request header where they or their subordinate is a member of human resource service request team	Role: HR Help Desk Analysis Privilege: Manage Service Request Header (Data) Resource: Service Request Header
Service Request Message	A Human Resource Help Desk Manager can manage service request message for all service request messages	Role: HR Help Desk Analysis Privilege: Manage Service Request Message (Data) Resource: Service Request Message
Service Request Resource	A Human Resource Help Desk Manager can manage service request resource for all service request resources	Role: HR Help Desk Analysis Privilege: Manage Service Request Resource (Data) Resource: Service Request Resource
Site Table	A Human Resource Help Desk Manager can access site table the hcm department	Role: Human Resource Help Desk Manager Privilege: Access Content with Department Resource: Site Table
Tag Table	A Human Resource Help Desk Manager can access tag table the internal user group	Role: Human Resource Help Desk Manager Privilege: Access Content with Usergroup Resource: Tag Table

Privacy

This table lists data security policies for privacy for the Human Resource Help Desk Manager job role.

Business Object	Policy Description	Policy Store Implementation
Trading Community Person Phone	A Human Resource Help Desk Manager can manage trading community person phone for all trading community person mobile phone numbers	Role: Human Resource Help Desk Manager Privilege: Manage Trading Community Person Mobile Phone Number Resource: Trading Community Person Phone
Trading Community Person Phone	A Human Resource Help Desk Manager can view trading community person phone for all trading community person mobile phone numbers	Role: Human Resource Help Desk Manager Privilege: View Trading Community Person Mobile Phone Number Resource: Trading Community Person Phone