Service Desk Identity Verification
Verify service desk requesters before account recovery or credential changes.
Overview
Password resets and account recovery are frequent targets for impersonation and social engineering. The risk increases when agents rely on easily guessed personal details, apply different checks by channel, or need to support remote and unfamiliar users.
This solution defines verification checks for identity-related support requests, with additional checks for higher-risk actions. Staff can apply the same approach across relevant contact channels, and required records show how a sensitive request was verified rather than leaving agents to make ad hoc judgements.
What this solution helps you achieve
Verified support requests
Identity-related support requests are verified before sensitive account actions are completed.
Reduce identity-based risk
Minimise the likelihood and impact of breaches caused by compromised, excessive or misused identities.
Protect against phishing
Reduce the risk posed by phishing, impersonation and social engineering attacks.
Products for this solution
Explore options for this solution. The right choice depends on your environment, requirements and existing tools. We can help you assess which products fit and where they complement one another.
