About Serco

At Serco, we are proud to serve every branch of the U.S. Military, federal, state and local governments, Canadian and provincial governments, as well as commercial customers.

Serco is a place you can count on and where you can make an impact because here, every contribution matters. This information is dedicated to helping you learn more about Serco, the work we do in North America, our history, mission, culture and values. 

With over 9,000 employees, 100+ locations across the US and Canada, and over 1,000 unique roles across the team, ​​​​​​Serco is a place for you.  

Serco Inc. is the Americas division of Serco Group, plc, one of the world’s leading service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our customers deliver vital services more efficiently, while increasing the satisfaction of their end customers. 

Serco brings deep domain expertise and proven processes informed by over 50 years’ experience, with over 50,000 people in 35 countries across the world, and 9,000 in the Americas.  Our broad cross sector and international experience means we can transfer emerging best practice, share new service innovations and improve the performance of the public services we manage. 

Serco professionals advise our customers, as well as design, integrate and deliver solutions that transform how clients achieve their mission and transform government efficiency. We help tackle the big, complex problems of our interconnected world in the areas of defense, and citizen services. 

Serco’s clients come to us with confidence that we have the expertise to take service delivery to the next level of performance. We know how to make services run smoother, smarter and more efficiently. We pull together the right people, processes and expertise to take service from “good enough” to great. We are a source of fresh ideas and global insights. We help transform the experience of the end customers in a positive and sustainable way. 

How to Register for MFA and Password Self-Service

Multi-Factor Authentication (MFA)

All devices connecting externally to Serco must setup Multi-Factor Authentication (MFA) before using the Azure Password Self-Service.

Overview

Multi-Factor Authentication (MFA) is used by Serco to increase the security of accounts and is considered security best practice. Users can use the below steps to setup their MFA.

All MFA can be managed from this link: https://mysignins.microsoft.com/security-info

Different uses for MFA methods

Microsoft Authenticator or MFA Hard Token (Primary)

• 1. Used to Authenticate into Serco websites (SercoConnect, Service-now, etc.)

  2. Used to Authenticate into Microsoft products (Teams, Outlook, etc.)

  3. Used to Authenticate into Serco Mobile apps (Teams, Outlook, etc.)

Phone Text, Call or Office Phone (Secondary)

Used to reset Serco network password

Step-by-step instructions

You must first contact the IT Service Desk for a temporary access pass before starting MFA setup

• 1. Navigate to https://mysignins.microsoft.com/security-info

  2. Enter your @serco-na.com email address

  3. Click Next

  4. If prompted for your password, then enter your network password and click Next

  5. Enter temporary access password

  6. Click Next

  7. Click Add sign-in method

  8. Decide which authentication method you prefer and follow the instructions of the corresponding section

     • Microsoft Authenticator app or MFA hard token must be the primary MFA method on your account to access Serco websites.

Mobile Application

• 1. Navigate to https://mysignins.microsoft.com/security-info

     • Needs to be a different device than the one setting up

     • Initial login will require a temporary access pass

  2. Click Add sign-in method

  3. Click Authenticator app

  4. Install the Authenticator app on a mobile device

     • Notifications must be allowed for the Authenticator app to properly function

  5. Click Next

  6. Click Next again
     - Leave page open while switching to app

  7. Open the Authenticator app on your mobile device

  8. Select the + in the top right corner to add an account

  9. Select Work or school account in the Authenticator app

  10. Select the option to Scan a QR code

  11. Use the Authenticator app to scan the QR code that appears on step 6

  12. Once scanned, click Next on the webpage

  13. Verify the number shown on the computer screen in the Authenticator app

  14. Once confirmed, the Authenticator app is setup

Mobile Text messages or Phone Call

• 1. Enter your mobile phone number

  2. Choose either Send me a code by a text message or Call me depending upon your preference

  3. Click Next

  4. Depending upon your choice, you will either receive a text message with a 6-digit security code or you will receive a phone call.

  5. If you receive a phone call, then answer the phone and press the pound (#) key when prompted

  6. If you receive a text message, then enter the 6-digit security code into the prompt on your computer and click Verify

  7. Click Done

Office Phone

• 1. Enter the office/desk phone number.

  2. Click Next

  3. You will receive a phone call

  4. Answer the phone and press the pound (#) key when prompted

  5. Click Done

Need Support

Contact the IT Service Desk by sending an email to ServiceDesk-IT@serco-na.com,  creating a ticket here or calling (703) 263-6006 option 3  

How to Reset a Forgotten/Expired Password or Unlock Account

Overview 

A user needs a password reset or account unlocked for access to Deltek T&E, GlobalProtect, or a Serco Secure Login Page. Follow the steps in this guide to reset or unlock your account

  Unlocking Account

• 1. Click on this link: https://mypassword.serco-na.com/reset

  2. User ID will be your email address

     • ex: firstname.lastname@serco-na.com

  3. Type in the characters displayed in the image

     • not case sensitive and you may click the reload option to get a new image

  4. Click on the bullet point to the left of the text reading I know my password, but still can't sign in

  5. Click Next

  6. Select one of the method's already setup to verify

     • for texting/calling you will need to enter the phone number hidden

     • After verification of the first method you may be prompted for a second method

  7. A message stating that Your account has been unlocked will then be displayed

Resetting Account Password (Expired or Forgotten)

• 1. Click on this link: https://mypassword.serco-na.com/reset

  2. User ID will be your email address

     • ex: firstname.lastname@serco-na.com

  3. Type in the characters displayed in the image

     • not case sensitive and you may click the reload option to get a new image

  4. Click on the bullet point to the left of the text reading I forgot my password

  5. Click Next

  6. Select one of the method's already setup to verify

     • for texting/calling you will need to enter the phone number hidden

     • After verification of the first method you may be prompted for a second method

  7. A message stating that Your account has been unlocked will then be displayed

  8. Type in a new password and confirm it

     • password requirements can be found here)

  9. A message stating the password has been change will then be displayed

 Need Support 

Contact the IT Service Desk by sending an email to ServiceDesk-IT@serco-na.com,  creating a ticket here or calling (703) 263-6006 option 3 

Additional Notes 

Multi-Factor Authentication (MFA) must be registered prior to unlocking or resetting a password. If not yet setup, please contact the IT Service Desk

• MFA Registration: https://mypassword.serco-na.com/mfa