IT Supporters: Training for the New Password App

A full day course for Computer Officers on the UIS password application and the skills they will need to use it. Major topics covered include:

• Computing Service policies regarding UIS accounts
• Privacy briefing covering the legal status of UIS accounts and your obligations to users
• Assertiveness training to assist you in dealing with problematic requests
• Demonstration of the new password application
• Online test

This course includes descriptions of the circumstances under which you may, and more importantly, may not give out account details (including password reset tokens). The examples and scenarios used are based on actual requests and incidents, and includes some content that could be distressing. This material is specifically included to ensure that Computer Officers are aware of the social engineering techniques that have been used in attempts to gain access to accounts, often under difficult and stressful circumstances. This is intended to assist you in developing the skills to deal appropriately with such situations if they occur within your own institution and forms an essential part of the course.

Successful completion of this course and the online exam is mandatory for Computer Officers wishing to have password resetting authority using the UIS password application for a range of University wide services including Hermes, Raven and the MCS.

• All current University members (departments and colleges) who are Computer Officers
• Further details regarding eligibility criteria are available

Number of sessions: 2

• Policies regarding UIS accounts
• The legal background
• Account security and the social techniques that may be used by third parties to gain access to accounts
• Assertiveness
• Familiarisation with the application

• Understanding UIS policies, the legal framework and your responsibilities towards users and their privacy
• Learning to use the new password application
• Developing the skills to respond appropriately to user requests, including some challenging situations
• Identify different types of behaviour e.g. passive, aggressive, assertive
• Learning how to be more assertive

Presentations, demonstrations and practicals

Internet Explorer or Firefox on MCS Windows

• Lunch, morning & afternoon tea/coffee will be provided

Full day. Participants need to attend both morning and afternoon sessions to complete the course.