Flexible Security For Your Peace of Mind

Secure Service Desk

Password reset tickets at the service desk are a great vulnerability for hackers to exploit. In the absence of a self-service password reset solution to direct users to, it is up to the service desk agent to verify that the caller is the owner of the account, before issuing a new password. Secure Service Desk is a tool that enables organizations to enforce secure user verification at the service desk. Use the tool to reduce your social engineering vulnerability, and support your greater IT security infrastructure.  

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  • Verify user identity

    User verification at the service desk often relies on static data in Active Directory. Security questions like “What’s your employee ID” are common, and can easily be sourced by cybercriminals in a targeted social engineering attack. With Secure Service Desk you can verify the accounts of users with existing data in Active Directory that can go beyond knowledge-based authentication. For example, you can send a text message with a one-time code to the mobile number associated with the user’s account 

  • Enforce user authentication

    You can enforce and track user authentication at the service desk to guarantee that information and password resets are not offered to users who are not authorized to receive it. This is especially critical for high security accounts and to address compliance. With Secure Service Desk you can securely verify callers with authentication methods that remove the opportunity for user impersonationby requiring verification with something the user has, not just something the user or an attacker may know. 

  • Unlock accounts and reset passwords

    Within the service desk interface, agents are provided with the ability to securely reset or unlock users accounts, only after the user has been successfully verified. Secure Service Desk can be combined with our self-service password reset tool to assist with account unlocks and the password reset process. This provides a consistent user experience for end-users as the same identity providers are used across various user verification scenarios.  

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Features


  • User verification enforcement prior to a password reset or account unlock
  • More secure user verification methods, including Okta Verify, Symantec VIP, and Duo Security
  • Multi-language support for service desk agents and end-users
  • System usage audit and report tracking
  • Customizable user interface
  • OOTB support for unlocking user accounts, resetting passwords, and issuing encryption keys

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