The majority of calls received by the IT helpdesk need to be verified. After all, to protect the network, helpdesk needs to be certain that the caller is who they say they are before they can grant access rights to applications. So, how can they do this whilst protecting each end-user’s personal information?
A lot of organisations use physical forms of identification – for example; employees will be asked to provide a document signed by their manager or a copy of their passport before being assigned permissions. Although this process can be unnecessarily time-consuming, quicker approaches such as calling the helpdesk are often deemed to be unsafe by management as they can involve too many risks.
To help to solve these issues, Tools4ever has developed the Helpdesk Caller ID Verification solution – which allows service desk staff to securely determine a caller’s identity over the phone. When enrolling with the software , employees must answer a series of personal questions, for example; “What is your mother’s maiden name?”
The answers to these questions can from then on be used to verify each employee’s identity. To make this process even more secure IT Support are not able see the actual answer to the question, only parts of it (for example the first and last letter of the answer). The helpdesk assistant asks the caller which letters should be filled in and can then verify the identity of the caller.
Helpdesk Caller ID Verification can be a very cost effective solution as it doesn’t require any additional hardware and allows organisations to securely determine the identity of their callers, without any long-drawn out procedures. An ideal way to secure your network, without the muss or the fuss!
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