About the Role of the Service Administrator

Topic Last Modified: 2008-09-04

Service administrators are the key to the success of your organization’s use of the services included in Microsoft Online Services. When you sign up to purchase Microsoft Online Services, you will be asked to designate a technical contact. That person becomes the first service administrator, who is the key liaison between your company, Microsoft Online Services, and your company’s workers. Depending on the number of users in your company, you may want to designate more than one person as a service administrator. The service administrator can create additional service administrators through the Microsoft Online Services Administration Center.

The Role of the Service Administrator

The primary focus of the service administrator will be to manage the day-to-day operations that keep your company and Microsoft Online Services in sync. This includes:

  • Managing and supporting service licenses and workers
  • Helping workers make the most of Microsoft Online Services
  • Working through any support issues that may arise

Microsoft Online Services allows the service administrator to maximize the time spent helping workers become productive with their online resources and minimize the time required on configuration or server support.

Skills Checklist

The person who becomes the service administrator for Microsoft Online Services should possess the following basic skills:

  • Knowledge of the organization’s IT environment, network, and Internet connectivity
  • Experience supporting and administering operating systems and applications for personal computers
  • Experience providing user assistance or training
  • Ability to troubleshoot user issues
  • Communication, motivation, and support skills

Sample Responsibilities

The following list provides an overview of the service administrator’s responsibilities:

  • Set up the service connecting your company with Microsoft Online Services.
  • Migrate from the existing company environment to Microsoft Online Services using Microsoft Online Services tools or by coordinating with partners.
  • Import users and integrate company Active Directory with Microsoft Online Services.
  • Train workers in how to use Microsoft Online Services.
  • Organize and deploy training resources.
  • Deploy and manage the Microsoft Online Services Sign In application, Microsoft Office applications, and other relevant client tools.
  • Support users when new versions of software are deployed.
  • Communicate regularly with workers to update them on how to use the service to make their work more efficient and productive.
  • Manage workers: add new employees, change passwords.
  • Support workers with e-mail.
  • Create and maintain Microsoft SharePoint site collections.
  • Troubleshoot and resolve support issues for information workers through knowledge base (KB) articles and online resources.
  • Escalate issues to Microsoft Online Services support if unable to resolve from existing help content.
  • Develop productivity scenarios using Microsoft Online Services tools and share them with workers in your company.
  • Work with Microsoft Online Services on-boarding and support teams if technical issues arise.

Typical Task List

Here is a sample of the tasks a service administrator will regularly perform:

  • Monitor Administration Center to check for current issues.
  • Monitor the company’s Internet connection and keep it open.
  • Manage users: add users, delete users.
  • Manage passwords.
  • Ensure that users have the Sign In application.
  • Monitor service licenses and SharePoint Online usage.
  • Review service logs.
  • Resolve e-mail issues.
  • Assist workers with software issues.
  • Monitor service health.
  • Configure standard UI options for SharePoint Online users and My Company Portal.
  • Manage sites and site collections.
  • Manage SharePoint site permissions.
  • Escalate issues to Microsoft Online Services support.
  • Manage mobile devices for the company.

See Also

Other Resources

About the Administration Center
Manage User Accounts