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 Support Desk engineer 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 Support Desk engineer the OTP code.
The Support Desk engineer enters the code on our support system to verify your identity.
Once verified, the engineer will continue to support you in the usual way.
If the verification fails the engineer will send another code. If verification fails again the engineer will stop dealing with the support request and take the necessary action.
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 engineer has called you, the end user, to request an action.
You want the Support Desk engineer to verify their identity to confirm they are actually a member of the Ziptech Support Desk team.
You requests that the Support engineer 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 Support Desk engineer.
The Support Desk engineer enters the code on our support system to verify your identity (two way verification).
The user knows that only the Support Desk team can send these verifications, so therefore they must be a member of Ziptech’s Support Desk team.