The minimal level of Horizon Console access that the IT support center would need to help with Horizon desktop user issues is the Help Desk Administrators role. This role allows the IT support center to view and troubleshoot user sessions, reset user passwords, send messages to users, and perform other help desk tasks. The Help Desk Administrators role can be assigned to users or groups on any access group that contains the desktop pools or farms that the IT support center needs to support.
The other options are not the minimal level of Horizon Console access for this scenario:
Local Administrators: This role allows full administration rights on a specific access group and its sub-access groups. This role can perform all the tasks of the Help Desk Administrators role, as well as create, edit, and delete desktop pools, farms, applications, entitlements, and other objects. This role is more than what the IT support center needs to help with user issues.
Global Help Desk Administrators: This role allows full administration rights on all access groups in the Horizon environment. This role can perform all the tasks of the Local Administrators role, as well as create, edit, and delete access groups and global entitlements. This role is more than what the IT support center needs to help with user issues.
Inventory Administrators: This role allows limited administration rights on a specific access group and its sub-access groups. This role can view and manage desktop pools, farms, applications, entitlements, and other objects, but cannot create or delete them. This role can also perform some help desk tasks, such as viewing user sessions and sending messages to users, but cannot reset user passwords or troubleshoot sessions. This role is not sufficient for what the IT support center needs to help with user issues.
Administrators: This role allows full administration rights on all access groups in the Horizon environment, as well as global settings, licensing, roles and permissions, events configuration, and other system-wide settings. This role can perform all the tasks of the other roles, as well as configure and manage the Horizon infrastructure. This role is more than what the IT support center needs to help with user issues.
References: Understanding Permissions and Access Groups and [VMware Horizon 8.x Professional Course]
