Identification

There will be times when GEN Staff need to reach out to your staff to perform the functions requested. That might be gaining remote access to a service or system to effect repair or change, or perhaps the collection of delivery of hardware. Whatever the function, it is VITAL to CHALLENGE every instance to your satisfaction.

CHALLENGE EVERYTHING

When someone from GEN contacts you, whether by phone, email, or in person, immediately request the ticket number associated with the job. Compare this number to the one your IT department provided when the request was initiated. Only proceed once you've confirmed the ticket number matches.

No one will complain that you're being overly cautious, or obstructive - but they will certainly blame you when there's a data breach because you gave some guy from Korea access to your PC remotely.

The key to identification is Tickets. Every job we undertake is controlled by a ticket, and that ticket has a number. When you're alerted that someone from GEN will be contacting you to do something, you'll be provided with the ticket number, and when they do, ask for that ticket number to confirm.

This not only confirms the person on the phone or at the door is indeed from GEN, but also that they are there for the correct job and there's been no confusion. Not that we've ever installed the requested software on the wrong PC, but we could without ticket challenge.

Site Visits

All GEN Engineers have virtualID on their phones, but don't take this as evidence - If they can't give you a ticket number that matches their reason for being on site, then you should call your IT department and ask for confirmation. This is expected and not abnormal - some companies even if the ticket number given matches will still call their IT Department to confirm, and that's perfectly fine.

Even if the ticket number matches, contacting your IT department for confirmation is advisable.

Suspicion

If you received a call from someone claiming to be from GEN, or an email, or someone arrived on site and you're not sure it's legitimate, first check the ticket number and then contact your IT department ASAP.

IT Department Guidelines

Each client is assigned a unique challenge phrase known only to their IT department. For unsolicited calls from GEN account managers or other teams without a ticket number, request this phrase to verify legitimacy.

If the caller cannot provide the correct challenge phrase, hang up immediately and contact the individual’s official listed number to confirm the request.

This procedure is standard and no action will be considered unreasonable. Prioritising security over convenience is mandatory in all such scenarios.