Beginning July 24, Information Technology Services’ (ITS) staff in Crimson Service Desk (CSD) is implementing a new text message option for verifying the identity of WSU faculty, staff, and student callers requesting assistance with changes to their university network accounts.
Crimson Service Desk will offer the option to receive a text (SMS) code to the cell phone number listed on the caller’s myWSU profile when they request assistance updating password, multi-factor authentication (MFA), and other account accesses. Once the user receives the code, they will verbally share the code with the CSD representative over their secure phone call.
Text message communication will only be initiated by user request during a call to Crimson Service Desk. CSD will continue to also offer to verify identity via personal information retained within MyWSU if callers prefer not to receive text messages.
This change reflects ITS’ continued efforts to reduce the use of personally identifiable information when providing network access support. ITS and Crimson Service Desk remain committed to confidentiality, integrity, and availability of WSU information.
