Verify the Identity of a User reaching out to our Support Desk
Verify the Identity of our Support Desk when we reach out to a User
Scenario 1 - User reaches out to Support Desk
In this scenario the End User is trying to reach the Support Desk. The Support Technician wants to confirm that the person reaching them is indeed the user that they are purporting to be.
Description
You, the End User, has called the Ziptech Support Desk.
To confirm you are who you say you are, the Ziptech Support Desk technician will send you a User Identity Verification request.
You will receive a One-time Passcode (OTP) via an SMS message to your registered mobile phone, which is valid for 1 minute.
You give the Ziptech Support Desk technician the OTP code.
The Ziptech Support Desk technician enters the code on our support system to verify your identity.
The Ziptech Support Desk technician knows that only the employee in possession of that mobile device can authenticate and approve the request.
Scenario 2 - Support Desk reaches out to User
In this scenario the Support Desk is reaching out to the User. The User wants to confirm that it is indeed their Support Team reaching out to them.
Description
A Ziptech Support Desk technician has called you, the end user, to request an action.
You want the Ziptech Support Desk technician to verify their identity to confirm they are actually a member of the Ziptech Support Desk team.
You requests that the Ziptech Support technician sends you a User Identity Verification OTP code via SMS.
Upon receiving the code via SMS to your registered mobile number, you give it to the Ziptech Support Desk technician.
The Ziptech Support Desk technician enters the code on our support system to verify your identity (two way verification).
The user knows that only the Ziptech Support Desk team can send these verifications, so therefore they must be a member of Ziptech’s Support Desk team.