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 actions on behalf of a user contacting the Secure Service Desk. From here you can:
  • Verify identity
  • Reset password
  • Unlock computer
  • Manage enrollments
  • View user details
• New password: to change the password for the current user.
• Enroll: view and change the enrollments for the current user.

Before performing any actions, the user must be identified and selected in Active Directory, see next section.

Search for a user

To search for a user:

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