This happened earlier this week.
I am working as a service desk agent.
2FA: Two factor authentication
M: Service desk, you’re speaking with salted_association
C: Hi, I need your help. I can’t login on my computer. And I can’t start my work phone to receive my 2FA code to login on my computer.
(I am not seeing a caller ID as C did not call from his work phone)
M: Okay. May I have your ID so I can create a ticket?
C: Yes, it’s Caller
M: Thanks, may I get the model/make of your phone?
C: It’s a FruitPhone… Look, it won’t turn on – I’ve tested starting it. I forgot to charge it. It has been charging for about 20-30 minutes but still nothing happens.
Note: Rule 1 in IT/service desk is always to ask if a device is restarted. Can’t restart it? Try a hard reset
M: Have you tried a hard… (I get interrupted)
C: I have tried that before when this has happened, it did not work then and it won’t work now! I need to wait even longer for the phone to get started.
C: Can’t you change so that the 2FA goes to this, alternate phone?
M: Not unless I were to receive it in writing from your manager. We need it either from the manager’s email or from the IT self-service-page.
C: No can do. I don’t want to interrupt her.
M: Now, you have two options. Either you make a hard reboot on your work phone – or we receive the alternate phone number from your manager.
If I were to be changing your number, I need your manager’s permission.
C: No! I can’t disturb my manager. And, for the record, a colleauge of mine got his number changed without that confirmation!
M: I don’t know why that is – since I can’t look up it – but I won’t do something that would be considered as misconduct by me in my job.
C: Thanks for nothing! *Click*
Moral of the story?
Follow the advice given, and you may have your issue solved quickly.
Edit: Corrected grammar
Edit 2: Made it more clear that the phone has been charging when the caller called in