Page 12 - Learning and Development SOP Handbook

RESETTING PASSWORD

FOR FIRST-TIME USERS &

USERS WHO FORGOT THEIR

SECURITY QUESTIONS

Procedure:

Send an email notification to the user stating their password has been reset and
their new temporary password.

Example:

All L&D Team members can reset passwords, and the first to respond to the
email will resolve this issue, unless it is out of their range of system knowledge.
Then it is upgraded to the LMS Admin who is able to resolve the majority of the
access issues that occur. The LMS Administrator also has access to the Help Desk
of the LMS provider if more technical assistance is needed.

For difficulty with accessing courses or learning resources, the LMS
Administrator is usually called on to resolve the issue due to having a greater
knowledge of the system.

If persistent issues with management of employees in the system are noted, the
LMS Administrator requests a record of occurrences (i.e. name of employee,
type of issue, date, etc.) from the other L&D personnel to then create a ticket
with the help desk of the LMS provider so that they can assist with a resolution to
the issue.