Service Desk Agents

This page explains how service desk agents can use Secure Service Desk.

The top menu for the Secure Service Desk consists of the following items:

Admin: gives information on the account you are signed in with, and what privileges that account holds.
Service Desk: the interface for performing service desk actions (for the agent; see section below for more information).
New password: to change the password for the current user.
Enroll: view and change the enrollments for the current user.

Searching for a user

Before any actions on behalf of users calling in to the service desk can be performed, the user in question has to be found in Active Directory.

Click Service Desk in the top menu.
Fill in the user’s name or username in the top right search field and click the search icon.
If there is only one match, the user’s information will be displayed. In case of partial matches a list of possible Active Directory names will be displayed.
Choose the correct user from the list.

Verifying a user's identity

Until a user’s identity has been verified, a red user icon with a strike through it will appear in the top right corner of the service desk interface. Service desk agents can verify the identity of the user calling in to the Secure Service Desk by having the user authenticate with any of the identity services the user has previously enrolled with. Note that if the Enforce identity verification setting has been enabled, the user’s identity has to be verified before other actions (reset password, and unlock computer) can be performed.

Once the user has been found in Active Directory (see Searching for a user), click on the Verify identity tab.
Click on the identity service you want the user to authenticate with. The user will be prompted on their computer to authenticate. Note that until the user has authenticated, the service desk agent should leave the Verify identity tab open.
Once authenticated, the service desk agent will receive a success page, and all other service desk actions can be performed.

Alternatively, if the enrolled identity services are not used, the service desk agent can send a text message, Email, or PingID push (Quick Verification) containing a code. This message will be sent to the mobile number associated with the user in Active Directory or appear in the PingID app if that option was chosen. Once received, the user should either read the code to the service desk agent to confirm their identity, or acknowledge the push message from the PingID app. Note that the option to send a code by text message will not appear on screen if the user’s mobile phone number has not been registered in Active Directory; the option to send a Quick Verification will not appear if the user’s email has not been registered in Active Directory.

Quick Verification with Symantec VIP and Okta

Quick verification with Symantec VIP/Okta works in much the same way as PingID.

Note

Make sure the user is enrolled with Symantec VIP/Okta in order to use this identity service.

Verifying by push notification

(available if the user has a push-enabled device enrolled and active with Symantec VIP/Okta, or if text messages have been enabled for Okta)

Click on the Symantec VIP/Okta tab in Quick Verification.
Click Start; a push notification will be sent to the user being verified.

Note

For Okta, if the user has access to multiple notification methods, an additional screen will be shown to the Service Desk agent where they can choose which type of message to send: Text Message, Push request, Enter Code. If only one method is available, this will be selected automatically. See the section Verify by code for more information.
The user can acknowledge the push notification which will verify their identity.

Verifying by code

Click on the Symantec VIP/Okta tab in Quick Verification.
Click Start.
Click the Enter Code link.

Note

For Okta, if the user has access to multiple notification methods, an additional screen will be shown to the Service Desk agent where they can choose which type of message to send: Text Message, Push request, Enter Code. If only one method is available, this will be selected automatically.
In case of Symantec VIP, if the user has the Symantec Desktop App installed, they can retrieve the code from there. Alternatively, the agent can have a code sent to them via SMS or phone call by clicking the appropriate button. Note that this option will be shown automatically if the user only has SMS notification enabled.
Have the user read the code, and enter it in the field, then click Verify.

Manager Identification

There may be situations in which users are unable to verify their identity themselves due to communications/data restrictions. In those cases it can be beneficial to have the user's manager identify their identity for them.

Enabling Manager Identification

In Authentication Web go to Service Desk, and access the Settings tab.
Check the Manager identification as Quick verification checkbox.
Click Save.

Using Manager Identification as Quick Verification

The following is an example of how this quick verification method can be used.

When the user calls into the Service Desk, click on Verify Identity.
Under Quick Verification, choose Manager Identification. You will see a message saying "You can identify the identity of [user_name] by sending a verification request to the manager of [user_name]."
Click Start.
The manager (if registered as such in Active Directory) will receive an email asking to verify the user. It is up to the manager (and the user in question) to make sure the correct user is verified (e.g. by calling the user).
The manager clicks Continue in the Manager Identification email. The manager will be redirected to a browser window with the Service Desk verification request.
The manager clicks Verify to verify the user.

Warning

It is essential in these types of scenarios that the manager is aware of the Service Desk call, and that they ascertain that it is in fact the user in question who is trying to get verified.

Identity Verification and security

If Enforce identity verification is enabled, the service desk agent is required to verify the identity of the user before being able to either reset the password or unlock the user’s computer, thereby increasing the security of the interaction. Once the identity is verified, the interaction with the Service Desk will rely on the creation of secure session tokens to maintain session integrity.

In a typical service desk session, the service desk agent issues an identification request to the user, using one of the user’s identity services. Once the user has authenticated with the identity service, the secure token is created. This token is shared between the specific service desk agent and the user for the duration of the session. Every interaction (password reset, unlock computer) is validated against this token. For the duration of the session, the token will only work for the service desk agent who initiated the identity verification, to perform action for the user who verified their identity.

Traceability

Besides providing a secure way to authorize actions from the Service Desk, the tokens also allow for the creation of a continuous event log associated with every Service Desk session. This makes every session trackable and searchable. All information regarding the session is accessible through the Reporting menu. More information on logging features and reports can be found in the Reporting section above.

Resetting users' passwords

Once the user has been found (see Searching for a user) and their identity verified (see Verifying a user's identity), the service desk agent can reset the password for the user.

Click on the Reset password tab.
Do one of the following:
1. Enter a new password manually. Make sure it adheres to the password rules, which are listed underneath the text field.
  
  Note
  
  This option is not available if the System-generated passwords option is enabled in the settings. See Reset password settings section below for more information.
2. Click the Generate button. This will generate a new password, which will adhere to the password rules. The service desk agent can never see this password.
Under Options, check the “[user] must change password upon next logon.” option, to make sure that the user changes their password next time they log on.
In the notification section, check the boxes for each notification method to use. The following notification methods are available (note that more than one notification method can be chosen):
- To user via email (the mail will be sent to the email address associated with the user in Active Directory)
- To user via text message (the text will be sent to the mobile number associated with the user in Active Directory)
- To manager via email (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To manager via text (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To custom email. Use the dropdown to choose between different registered domains. This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- By reading it to the user.
  
  Note
  
  If the System-generated passwords option has been enabled in settings, the Service Desk agent will not be able to read the new password.
Note

User's email and text message are only visible if these have been configured in Active Directory. Send to manager and custom email are only visible if the correct options have been enabled in the settings, and if the user's manager has been configured in Active Directory. See Reset password settings section below for more information.
Click the Reset password button.

For information on password reset options (settings), see the Configuring settings for Secure Service Desk section.

Unlocking users' computers

For users whose computers have been encrypted with Bitlocker or Symantec Endpoint Encryption, the service desk can assist in unlocking a locked computer. The service desk agent will be presented with a series of screens that will guide the user through the unlocking process and provide the response key required for unlocking the computer.

Once the user’s identity has been verified (see Verifying a user's identity), click the Unlock computer tab.
Choose the correct encryption software (Bitlocker or Symantec) according to what the user is running. For users running Symantec Endpoint Encryption, an additional choice will have to be made depending to the type of Symantec:
1. Native Symantec Endpoint Encryption (recognizable by the last logon time indicated on the screen)
2. Symantec Endpoint Encryption for Bitlocker (user’s screen says Bitlocker Recovery)
3. Older versions of Symantec Endpoint Encryption (user’s screen says WDRT token)
Depending on the type of encryption, a particular number has to be input by the service desk agent.
1. Native Symantec Endpoint Encryption: Sequence number
2. Symantec Endpoint Encryption for Bitlocker: Recovery Key ID
3. Older versions of Symantec Endpoint Encryption: Machine/Disk ID (UUID or DISKID)
4. Native Bitlocker: Recovery Key ID
Choose how to relay the recovery key to the user. Note that multiple methods can be chosen. Check the desired method, or check none if the service desk agent chooses to only read the number to the user.
- To user via email (the mail will be sent to the email address associated with the user in Active Directory)
- To user via text message (the text will be sent to the mobile number associated with the user in Active Directory)
- To manager via email (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To manager via text (the text will be sent to the manager associated with the user in Active Directory). This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- To custom email. Use the dropdown to choose between different registered domains. This option is only visible if enabled in the settings, see Enabling additional notification methods section below.
- By reading it to the user.
Click Continue; the service desk agent will be presented with a Recovery key. If none of the methods above (email or text message) was chosen, the number needs to be read to the user for them to input it on their computer.

Note

For users running native Symantec Endpoint Encryption, there will be a checksum code above the Recovery key field that can be used to verify that the user has entered the correct key into their computer (in which case they codes should match).

Enabling additional notification methods

In addition to the user's email and mobile phone, several additional notification methods can be enabled. This is especially helpful if the user's email and mobile number have not been configured in Active Directory. The following methods can be enabled:

Send to manager (email and text message, if correctly configured in Active Directory)
Send to custom email

Select Service Desk in the left navigation.
Click the Settings tab.
Expand Key Recovery options.
Check Enable sending the Recovery Key to managers to enable sending to a manager.
Check Enable sending the Recovery Key to custom email addresses to enable sending to custom emails.
Click Save.

Checking and adding enrollments

In the Enroll top menu, you can see which identity services the user has enrolled with. Here you can also add enrollments for identity services (Personal Email and Mobile Code (SMS)) without user intervention if your administrator has configured this. Certain identity services can also be removed so that the user can re-enroll with them.

Add Enrollment

If configured, Service Desk agents can enroll users with Personal Email and/or Mobile Code (SMS) without any user intervention.

Note

Enrollments can only be added after the user's identity has been verified. See Verifying a user's identity for more information on identity verification.

Note

Only those identity services that are correctly configured will be shown on the Add enrollment page.

Adding enrollment for a user

Verify the user (see Verifying a user's identity for more information)
Click Enrollment
In the User enrollment info section, click the Add enrollment button
Enter the user's phone number or personal email and click Send Code
Have the user read the verification code they received to the Service Desk agent
Enter the verification code in the Verify Code field, then click Add Enrollment

Note

Once the user has been enrolled with the identity service, it will appear in the Enrolled Identity Service list.

Checking user details

This section shows the details for the user currently accessed by the service desk agent. It contains information on User info (information registered in Active Directory), Password info (information on password expiration and Specops Authentication enrollment), and History (events recorded for this user in the Service Desk).

To check user details:

Find the user (see Searching for a user).
Click User Details.
Use the tabs to view User Info, Password Info, and History.