Reset passwords without getting fooled
Handle lockouts and forgotten passwords the safe way: check who is calling before you change anything, never type a password into a ticket, and turn away someone who cannot prove who they are.
Part of the path Help desk fundamentals (step 3 of 5), next: Troubleshoot a user's problem
What you will do
4 tasks1.Unlock Maria's account
T-2001 is Maria Rivera, locked out after a few wrong tries.
2.Reset James's password
T-2002 is James Okafor, who forgot his password.
3.Reply safely and close both
Reply to Maria and to James, then resolve each ticket.
4.Turn away the impostor
T-2003 claims to be Dana Whitfield, the controller, writing from a personal address, with no phone and no ID, and asks for her new password by email.