Service support administrator |
Submit support requests on behalf of the customer. |
Help Desk creates and manages support requests. |
Security reader |
View security-related policies across Microsoft 365 services. |
Help Desk collects discovery on customer tenant to troubleshoot or update security and compliance portal policies, such as data loss prevention policies. |
Intune administrator |
Can manage all aspects of the Intune product. |
Help Desk handles customer device enrollment and troubleshooting. |
SharePoint administrator |
Can manage all aspects of the SharePoint service. |
Help Desk manages SharePoint site permissions. |
Teams communications support specialist |
Can manage the Microsoft Teams service. |
Help Desk troubleshoots call quality issues. |
Help Desk administrator |
Can reset passwords for non-administrators and these admins: Directory Readers Guest Inviter Help Desk administrator Message Center Reader Password administrator Reports Reader. |
Help Desk resets passwords. |
Desktop analytics administrator |
Can access and manage desktop management tools and services. |
Help Desk can manage the desktop analytics service by viewing asset inventory and reading standard properties of authorization policies. |
Authentication administrator |
Has access to view, set, and reset authentication method information for any non-admin user. |
Help Desk can access to view, set, and reset authentication method information for any non-admin user (for example, MFA and conditional access). |
Exchange administrator |
Users with this role have global permissions within Microsoft Exchange Online when the service is present. Also has the ability to create and manage all Microsoft 365 groups, manage support requests, and monitor service health; can send OBO and manage inboxes. |
Help Desk manages shared mailboxes, helps solve mailbox quota issues, and creates and manages transport rules. |
License administrator |
Can assign, remove, and update license assignments. |
During troubleshooting, Help Desk assesses and remediates if there's a licensing issue with the support request. |
User administrator |
Can manage all aspects of users and groups, including resetting passwords for limited admins; can block user sign-in. |
Help Desk manages all aspects of users and groups, including resetting passwords for limited admins and blocking a former customer employee's access to Microsoft 365 services. |
Groups administrator |
Members of this role can create/manage groups, create/manage groups settings like naming and expiration policies, and view groups activity and audit reports. |
Help Desk adds owners to groups and adds members to groups. |
Directory reader |
Users in this role can read basic directory information. |
Help Desk can read basic directory information as part of troubleshooting. |
Message center reader |
Can read messages and updates for their organization in Office 365 Message Center only. |
Help Desk reads Message Center to troubleshoot support issues. |
Printer administration |
Users with this role can register printers and manage all aspects of all printer configurations in the Microsoft Universal Print solution, including the Universal Print Connector settings. They can consent to all delegated print permission requests. Printer administrators also have access to print reports. |
Help Desk would manage printer configurations and troubleshoot printer issues. |
Guest inviter |
Users in this role can manage Microsoft Entra B2B guest user invitations. |
Help Desk can invite guest users independent of the Members can invite guests setting. |