Summary
This document is a checklist for help desk identity verification processes. It outlines the steps necessary for verifying user identities across different tiers of verification. The first section emphasizes the importance of confirming the context of the request and identifying high-risk scenarios. It details the primary verification process, which includes using approved tools for identity checks and confirming government ID authenticity. The checklist also describes secondary and tertiary verification methods, including live video verification and manager vouching. It specifies escalation protocols for various situations, such as failed verifications or anomalies in device recognition. The document further discusses critical rules for re-verification, emphasizing the importance of logging verification steps and limiting retries. Additionally, it addresses training essentials for staff to recognize social engineering attempts and outlines automation opportunities to enhance the verification process. Overall, the checklist serves as a comprehensive guide for ensuring secure identity verification in help desk operations.
