Phone Call Password Reset Procedure

Note: a copy of this is in IT Docs > Documents > Policy and Procedures > Phone Call Password Reset Procedure

Users may need/request their passwords to be reset over a phone call. When this happens, it’s important to verify that the user is who they say they are.

Do not reset user passwords if there is no Freshdesk ticket from their manager/themselves.

• If the manager is the one that submitted the ticket, please verify that the ticket creator is indeed the manager via a Teams chat/email.

1. Verify phone number
   1. Please verify the phone number that you will call/is calling you is legitimate and is owned by the user (Elevate work phone number).
   2. You can verify personal phone numbers with their manager/People and Culture.

Note: 

Sometimes, users may have their personal phone number in their email signatures, so you can verify by checking old emails from them.

2. Verify user identity
   1. In the phone call, verify the user’s identity by asking them their name, manager, job title, and employee ID. This is the same as their UKG/Ultipro ID, minus the “pwb” suffix.
   2. All answers must be correct. If the user cannot answer any of the questions, do not reset their password and inform their manager.

3. Reset user password
   1. Log in to the Azure Portal. You must have the “User Administrator” or “Helpdesk Administrator” role assigned to your account.
   2. Go to Azure Active Directory.
   3. Under “Manage”, go to “Users”
   4. Click on the user’s account.
   5. Click “Reset password”
   6. Create a temporary password.
   7. Give the password to the user over the phone.  Do not send the password via SMS.
   8. Have the user log in to any Microsoft app with the new password. They will be prompted to change their password.
   9. Once the password has been changed, if the user is working remote, have the user connect to the VPN with the new password.
   10. Have the user lock the screen, then enter the new password. This updates the password in their CIVIC laptop.
   11. Make sure all apps are working as expected.
   12. Create a note in the ticket of all steps made.