Technicians handling support calls related to account management (ie. password resets, MFA assistance) must validate identity by showing a government issued ID via video call (ie Zoom, Teams)
NOTE: BBH Technicians will escalate to onsite team if they are unable to assist or if the AD Dashboard lists the employee as high risk.
Below are the procedures the BBH technicians follow:
They’ve been instructed that they will still obtain user info (name, email, ID #) for documentation and user lookup purposes, but verification is to be performed via video call on Zoom, and they are to confirm the name on the ID matches what is in the system, and the person on camera matches the photo on the ID.
