Multi-Factor Authentication Service

Information Security and Protection Services

This service provides an additional layer of authentication on top of the existing NetPassword (‘something you know’) using your mobile device (‘something you have’).

  • User may select one of the following methods for performing 2nd factor authentication:
    Receive a push confirmation (* require Internet connectivity on your mobile device)
  • Enter Passcode as displayed in the Duo MFA mobile app

Please refer to the corresponding application/system which you would like to access for their requirements on MFA.

For first-time MFA users, please refer to the below procedure to enroll your mobile device: 

  1. Download the "Duo Mobile" app for your mobile phone;

2. Go to MFA Management Portal;
3. Login with your NetID and NetPassword;
4. Follow the on-screen instruction to begin enrollment.

Please contact IT HelpCentre for assistance if you have any difficulties installing the “Duo Mobile” app on your smartphone. In case, you are not using a smartphone, please contact IT HelpCentre to obtain the one-time passcode through alternative channels.

Access to the service

Eligible users

Full-time staff, Part-time staff

Service hours and availability

  • 7 X 24
  • HelpCentre service hours

Training & resources relevant to the service

Service Requests and Change Requests

Policies relevant to the service

Service level

All service request are classified as level 1 to 4 depending on its impact & urgency.

  • Level 1 – Service Request Resolution Time: 2 days
  • Level 2 – Service Request Resolution Time: 4 days
  • Level 3 – Service Request Resolution Time: 6 days
  • Level 4 – Service Request Resolution Time: N/A

All Incident are classified as level 0 to 4 depending on its impact & urgency.

  • Level 0 – Incident Resolution Time: N/A
  • Level 1 – Incident Resolution Time: N/A
  • Level 2 – Incident Resolution Time: N/A
  • Level 3 – Incident Resolution Time: N/A
  • Level 4 – Incident Resolution Time: N/A

Related Information

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