Help Desk SecurID Support Policy

UPS Help Desk – SecurID RSA Token Support Policy

Purpose

All users contacting the UPS Help Desk for support of a SecurID or RSA Token specific to that user’s account will be instructed to utilize Self Service. Self Service includes, but is not limited to the following:

Activating a New Token; Replacing a Token; Testing a Token; Changing/Setting a PIN; Setting a Token to Lost Mode; Getting an Emergency Code (Temp Passcode)

Policy

All users contacting the UPS Help Desk for support of a SecurID or RSA Token specific to that user’s account will be instructed to utilize Self Service. Self Service includes, but is not limited to the following:

Activating a New Token; Replacing a Token; Testing a Token; Changing/Setting a PIN; Setting a Token to Lost Mode; Getting an Emergency Code (Temp Passcode)

UPS Help Desk Role

1. SecurID/RSA Token Support:

A. The UPS Help Desk will provide direction to the end user on how to perform the following tasks:

• i. Request a New SecurID via APRS or SMC


• ii. Delete an Existing SecurID via APRS


• iii. Update SecurID Account Access via APRS


• iv. Login to Self Service


• v. Activate a New Token via Self Service


• vi. Replace a Token via Self Service


• vii. Test Token via Self Service


• viii. Change PIN via Self Service


• ix. Set Token to Lost


• x. Get Emergency Code (Temp Passcode) via Self Service

Note: This policy statement excludes the support of employees’ personal equipment, peripherals, software, and services. The UPS Help Desk will not support a user's home or personal internet connection whether via LAN; WAN; wireless, or WIFI. If user is having issues with their personal connection, they will have to troubleshoot this on their own.

B. The UPS Help Desk will not perform the following tasks for the user:

• i. Assign a token


• ii. Activate a new token


• iii. Replace a Token


• iv. Test Token


• v. Change PIN


• vi. Set Token to Lost and get Emergency Code (Temp Passcode)


• vii. Clear Lost Mode