Automated End User Helpdesk
When an organisation implements any type of authentication system, they need to implement helpdesk call procedures and scripts in order to respond effectively to support requests from users.
Rather than every organisation having to develop these procedures from scratch, and to train their in-house telephone helpdesk team, the IMC delivers a fully automated Helpdesk module which delivers end user support services over a standard web interface whilst enforcing the customer’s Security Policy.
The IMC Helpdesk Module interface is designed to guide the customer’s users and helpdesk operators through resolving a user’s problems and questions. It delivers the processes for handling individual user questions and problems, and by integrating directly into the IMC, it drives the resolution of the problem, such as the IMC modifying user privileges on the appropriate authentication servers, and invoking fulfilment requests.
The IMC Helpdesk Module can be accessed in either of two ways:
1) End user Self-service Web Helpdesk
End users can use the self-service web helpdesk to resolve most common authentication problems such as:
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This results in dramatically fewer calls being made to the telephone helpdesk than they would be with a standard SecurID or other strong authentication server system, thus reducing the overall cost of running strong authentication security.
2) Telephone Support Operator scripts
Although users can do virtually everything via the web, there are some circumstances that users need or prefer to call their company’s own telephone support hotline.
For these cases, the IMC Helpdesk Module can step the customer’s helpdesk operator through the simple scripts to understand and resolve the user’s problem.
The Helpdesk module also logs each time that a question is asked, such that the most common questions can be tracked, and answers can be refined by the Service Provider who is dealing with these authentication issues on a daily basis, rather than the customer’s helpdesk staff who may only have to deal with authentication issues on an occasional basis.
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