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Verify callers and stop hackers
Determined cybercriminals go to great lengths to target service desk agents – user verification often relies on static Active Directory data that can easily be sourced by cybercriminals in a targeted attack. Make sure agents have the support they need to fight back against social engineering. Specops Secure Service Desk helps your agents accurately enforce secure user verification at the service desk with protection from hackers.
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Securely enforce user authentication
- Remove risky processes vulnerable to social engineering by enabling agents to securely authenticate all end users with forced verification
- Make use of end user authentication factors that are less prone to social engineering, such as 3rd party integrations (Duo, Okta, plus many more)
- Give agents the tools to safely handle high security accounts and address compliance
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No end user enrollment required
- Verify the accounts of users with existing data in Active Directory that can go beyond knowledge-based authentication
- Easily integrate with existing authentication services such as Duo, Okta, PingID, and Symantec VIP to verify callers from day one
- Make use of any combination of more than 15 MFA factors to support any user type and ensure any user, with mobile device or not, can be securely verified at the service desk
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Easily (and securely) unlock accounts and reset passwords
- Protect one of the highest risk service desk calls – the password reset call – while minimizing ticket times. Agents can securely reset end user Active Directory passwords as well as force a password change at next logon, but only after the caller has been successfully verified
- Minimize account lockout call times without sacrificing security – agents can securely unlock users accounts right from the platform, only after the user has been successfully verified
- Secure the agent login with a flexible MFA platform that can require any combination of MFA factors to ensure the agent is a verified user
How hackers target service desks: Real-world example
In 2023, a cybercrime group hit the MGM Resorts group. This is how it happened:
– Researched an employee on LinkedIn to impersonate
– Called the service desk, pretending to be the MGM Resorts employee
– Claimed to be locked out of their account and requested a password reset
– Service desk fails to verify and gives attacker a password
– Attacker gains access to the system and deploys ransomware
How Specops Secure Service Desk works
Easy and secure help desk identity verification
We’ve designed Secure Service Desk to protect helpdesk agents from social engineering attacks, while maintaining a simple end user experience.
- More secure user verification methods, including Okta, PingID, Symantec VIP, and Duo Security
- Out-of-the-box support for unlocking user accounts, resetting passwords, and issuing encryption keys
- User verification enforcement prior to a password reset or account unlock
- Multi-language support for service desk agents and end-users
- System usage audit and report tracking
- Customizable user interface
- API for building connections to verify users in other systems like ServiceNow or Jira
Try Secure Service Desk for free
Find out how Secure Service Desk can fit with your organization and protect your helpdesk agents from cybercriminals.
Need more info?
Downloads and resources
- MGM Resorts hack: How attackers hit the jackpot with service desk social engineering
Hotel and entertainment giant MGM Resorts were left reeling in September 2023 after a serious cyber-attack that kicked off with a fraudulent call to their Service Desk. In the days after the attack, they struggled to get systems back online after widespread outages across its famous Las Vegas properties, including the MGM Grand, Bellagio, Aria,… - What Happens When You Don’t Secure The Service Desk
Employee password resets make up a big percentage of the tickets that the service desk handles on a daily basis. While a lot can be said for the high costs that are incurred at the help desk for these types of calls, which Forrester estimates cost about $70 per call, more can be said about the risks that are present with this process. It might be easy to think that the…
Getting started with Secure Service Desk
Simple-to-use security for service desk agents and end users.
1. End user encounters login issue and contacts the service desk
2. Service desk agent requests verification from the end user
3. End user verifies with an MFA factor allowed by your organization
4. Service desk agent rules out social engineering attack and resolves the end user’s access issue
Frequently Asked Questions
What is Specops Secure Service Desk?
Specops Secure Service Desk is a tool designed to enhance the security of service desks by enforcing secure user verification, reducing the risk of social engineering attacks, and providing agents with the tools to handle high-security accounts and compliance requirements.
How does Specops Secure Service Desk protect against social engineering attacks?
It protects against social engineering by enabling agents to securely authenticate all end users with forced verification, using methods that are less prone to social engineering, such as third-party MFA integrations.
What user verification methods does Specops Secure Service Desk support?
It supports a variety of user verification methods, including out-of-the-box integrations with MFA providers like Duo, Okta, PingID, and Symantec VIP, as well as using existing data in Active Directory.
How does Specops Secure Service Desk integrate with MFA providers?
It easily integrates with existing authentication services such as Duo, Okta, PingID, and Symantec VIP, allowing agents to verify callers from day one using any combination of more than 15 MFA factors.
How does Specops Secure Service Desk handle high-risk calls like password resets?
It ensures that agents can securely reset end-user Active Directory passwords and force a password change at the next logon, but only after the caller has been successfully verified, minimizing ticket times without sacrificing security.
How does Specops Secure Service Desk support compliance requirements?
It helps organizations meet compliance requirements by providing tools to securely handle high-security accounts and enforce end-user identity verification, reducing the risk of social engineering attacks.
Is the user interface of Specops Secure Service Desk customizable?
Yes, the user interface is customizable to fit the needs of your organization, ensuring a user-friendly experience for both service desk agents and end users.
What kind of audit and report tracking does Specops Secure Service Desk offer?
It provides system usage audit and report tracking, allowing you to monitor and analyze how the service desk is being used and ensure compliance with internal and external regulations.
Does Specops Secure Service Desk support multiple languages?
Yes, it supports multi-language for both service desk agents and end users, making it accessible to a global workforce.
Can Specops Secure Service Desk integrate with other systems like ServiceNow or Jira?
Yes, it offers an API for building connections to verify users in other systems, including popular platforms like ServiceNow and Jira.