Password Disclosure Options During Service Repairs
In certain circumstances, facilitating IT service requests requires a user’s login credentials. This need often aligns with working on account-level services such as email or configuring access to network share drives. Balancing these types of service needs with user privacy is essential.
Media Tech adopts a formal process that allows end-users to opt-in or opt-out of the disclosure. Choosing the preferred method of non-disclosure requires a block-out window while the technician facilitates the needed repair. This block-out window mitigates conflicts that can occur if the technician and user access account resources simultaneously. Because this process temporarily requires the password to be set to default during the repair window, the user must also reset their password upon pickup of the device. This process ensures all cloud service accounts and local domain account are fully re-synchronized and will not pose any intermittent issues during sign-in.
Choosing to share your password remains an option for users who subjectively see little risk in such disclosure. IT service technicians will contact the user over a voice channel to obtain the password in this workflow. Technicians will only be retained your password during the service window. Upon close-out of the ticket, the service technician must shred the noted password. During repair, technicians are prohibited from keeping passwords in plain sight, and under no circumstances shall the note include personal identifiers such as the user’s name (first or last). If needed, the IT ticket number can associate the password to a service request (e.g., Password1/#2345679).
Media Tech is committed to customer excellence. This knowledge base is exclusive to the RWU community and 3rd party contractors using Media Tech services. If you have any questions, please feel free to contact Media Tech at extension 6363. We appreciate your consideration.
Sincerely,
IT Management