The primary role of the Help Desk Analyst 's role is to help New Hires with their (for the Smart Onboarding product) or the I-9 Help Desk (for the Smart I-9 E-Verify product) is to assist users with resolving account login issues. This includes tasks such as re-sending an email to login emails, resetting passwords /or e-PINs, and locking or unlocking accounts.
A Help Desk Analyst can also be selected to be the support contact whose information is included in emails.
How to add a Help Desk analyst role to a user?
The System Administrators can add a Help Desk Analyst role to an existing user or a new user. To add/modify the Help Desk Analyst role to a new/existing user, please click here.
A sample Invite/Edit User page with "Help Desk/Cloud Help Desk Analyst' role added/modified for Onboarding/Smart I-9 E-Verify products is given below.
...
When adding the 'Help Desk Analyst' role to a new user, the user is sent an invite to Self Register and create an account. The Self Registration process is only for the first time to create an User ID and Password for account login. For the new user, an 'Invite' button is available at the bottom of the 'Invite/edit User' page as shown below. When this button is clicked, an invite will be sent to the user immediately. If you want to save the user details and invite later, use 'Save' button. For more details on user Self Registration and onboarding process, please click here.
...
If you want to add/modify 'Help Desk Analyst' role to an existing user, then simply select the user role 'Help Desk Analyst' for the product(Onboarding/Smart I-9 E-Verify) and save the details. (Note: In this case, the 'Invite' button is disabled in Invite/edit User page). After save, logout and login again to see the new role added to the user.
...
The roles added to the user also reflects in Manage Users/Contacts page as shown below:
...
...
Using the login User ID and Password, the user can access the system. The menu and home page for Help desk Analyst looks like below:
...
managing account lock or unlock requests.
Additionally, individuals with the Help Desk Analyst or I-9 Help Desk role can be designated as the support contact, with their details included in system-generated emails.
Below is the homepage and menu for a Help Desk Analyst/I-9 Help Desk role:
|
