Help desk workers are one of the most targeted occupations for social engineering attacks. Logically, this is due to the nature of a help desk employee’s daily processes. Someone that works at a help desk receives a large amount requests every day. Furthermore, their helpful nature may cause them to overlook a social engineering attempt.
The Warning Signs of Social Engineering
You must be proactive to combat social engineering attempts. The moment something seems off, take a second to stop and think before reacting. Here are some common methods hackers use to trick help desk professionals with social engineering.
Phishing
Phishing scams are a popular route for a social engineering hacker to take. In fact, phishing emails or pop-ups can be disguised as a client, co-worker or even from a company you interact with regularly. Tricks of the trade can include fake court notices, banking links, fax notices, Dropbox links, IRS refunds, fake client and co-worker requests.
Ransomware
In recent years, hackers have been sending along ransomware with phishing emails. This is typically done by sending over an attachment in the phishing email via PDF.zip or PDF.rar. If you see an email with these attachments, do not click on them. Ever.
How Help Desk Software Can Help
Beyond lowering the use of email, there are so many amazing features a help desk software has to combat social engineering scams. Let’s go over some of the key features below!
- The ability to blacklist users & domains
- Help desk user verification
- Two-Factor Authentication
- Privacy settings & security
- Control over a user’s access via IP address
- Channel integrations
Deskware
Deskware is a combination of manual and automated processes that allow you to resolve customer issues fast and efficiently – all in one place. The cloud-based nature of this ticketing system helps to keep track of conversations, prioritizes, categorizes and implements problem resolution, so you are always a valuable resource for your customers. To learn more, visit us online!
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