How Should the Service Desk Reset Passwords?
May 04, 2021
Ask the average helpdesk technician what they do all day, and they will probably answer by saying that they reset passwords. Sure, helpdesk technicians do plenty of other things too, but in many organizations, a disproportionate number of helpdesk calls are tied to password resets. On the surface, having a helpdesk technician reset a user's password probably doesn't seem like a big deal. After all, the technician simply opens Active Directory Users and Computers, right-clicks on the user account, and chooses the Reset Password command from the shortcut menu. Resetting a password in this way is an easy process. Organizations can even opt to use an alternative tool such as the Windows Admin Center or even PowerShell if they prefer. One thing that most people probably don't stop and think about, however, is that even though the steps involved in the password reset process are simple enough, the process as a whole constitutes a major security risk . Security and the service desk Th