Verify user identity
User verification at the service desk often relies on static data in Active Directory. Security questions like “What’s your employee ID” are common, and can easily be sourced by cybercriminals in a targeted social engineering attack. With Secure Service Desk you can verify the accounts of users with existing data in Active Directory that can go beyond knowledge-based authentication. For example, you can send a one-time code to the mobile number associated with the user’s account. You can even use existing authentication services such as Duo Security, Okta Verify, PingID, and Symantec VIP to verify callers.
Enforce user authentication
You can enforce and track user authentication at the service desk to guarantee that information and password resets are not offered to users who are not authorized to receive it. This is especially critical for high security accounts and to address compliance. With Secure Service Desk you can securely verify callers with authentication methods that remove the opportunity for user impersonation, by requiring verification with something the user has, not just something the user or an attacker may know.
Unlock accounts and reset passwords
Within the service desk interface, agents are provided with the ability to securely reset or unlock users accounts, only after the user has been successfully verified. Secure Service Desk can be combined with our self-service password reset tool to assist with account unlocks and the password reset process. This provides a consistent user experience for end-users as the same identity providers are used across various user verification scenarios.
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- User verification enforcement prior to a password reset or account unlock
- More secure user verification methods, including Okta Verify, Symantec VIP, and Duo Security
- Multi-language support for service desk agents and end-users
- System usage audit and report tracking
- Customizable user interface
- OOTB support for unlocking user accounts, resetting passwords, and issuing encryption keys
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