IT Support Service Portal

In order to verify the identity of a user, we will be using Duo to push a notification to the user's registered device. Once the Duo push has been verified, we will be able to move ahead with assisting the user with their issue.

For instances when a user may not have Duo configured on their device, i.e. a user needs help setting up a new phone, we will contact the user at the verified phone number that is in their Duo profile as a means of backup verification.

In the case that verification cannot be completed, we will reach out to the user's manager for them to verify the request is legitimate and to supply a known verified phone number for contacting the user.

In some instances, we will ask the user to provide the confirmation code in the Duo push notification on top of just having the user approve the push as a second level of verification during the process. Below is an example of what the Duo push looks like.

This verification can also be used if you receive a call that claims to be a member of the IT team and you are unsure, please feel free to ask the technician to send you a Duo push to prove that they are a member of our team.