Resetting your password will change after Easter

After the Easter holidays, we will be improving security and changing the way we handle requests for password resets from members of staff who have forgotten their password. The changes will come into effect from Monday 8 May 2017.

Whilst a self-service password recovery tool was introduced some years ago, many staff still call the IT Service Desk asking for their password to be reset over the phone. This approach is no longer strong enough and needs to be revised.

What changes will be made?

After Monday 8 May 2017, it will no longer be possible for staff that have a HR record to contact the IT Service Desk and ask for a password reset. The IT Service Desk do not hold strong enough security information to use during these calls to be certain that a caller is the member of staff they say that they are.

You will need to ensure that you have set up the Self-Service Password reset tool so that you can use this instead.

What are the alternatives?

If you are unable to use the tool and you are on campus, you will be able to visit the Help Zone in the David Wilson Library to reset your password in person. You must show your University ID.

If you are unable to use either of these methods then we will call you back on the mobile telephone number you have registered with the University on Employee Self-Service and reset your password.

How should I prepare?

Ensure that you are ready for this change by carrying out these steps:

  1. Set up your four answers using the Self Service Password Reset tool. Once these are entered, they are what you will initially go to in order to reset your password.
  2. Log in to Employee Self-Service and record a personal (not a shared or office phone) mobile contact number that we can use to contact you on if you are unable to use the Self Service Password Reset or visit the Help Zone.


The IT Service Desk no longer hold strong enough security information to be certain that a caller is the member of staff that they claim to be. The questions they currently ask have become dated and the information we ask for is now easy to find out publicly. This was highlighted to us by our auditors last year.

The Self Service Password Reset tool is a much more secure method for recovering passwords. Alternative methods rely on other proof of identity (University ID card) or contact details that you have provided in advance. In this case, we can contact you confidentially in a way that you have controlled.

External and departmental accounts will not be affected by these changes

Need IT help?

For more information about Password Resets, visit Reset your password on the IT Help website.

Find out more about IT Services including training and help at or contact the IT Service Desk on 0116 252 2253.

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