Based on their position in the support team, agents can take on different roles in a helpdesk. You don’t want all your agents to access account information or pull up reports with customer information.
An administrator is an operational head who can add more channels in the helpdesk, add automations to make life easier for agents, set up SLA and more. An admin can make important changes to the customer portal like changing the theme or the language. They can even add custom agent roles and control which agent can see which parts of the helpdesk.
An administrator holds the second most important role in the helpdesk and can access all parts of the helpdesk except plans and billing. Normally, support managers or anybody who is experienced with the helpdesk in support team is an admin.