IT service desks have become a primary target for social engineering attacks.
Contents
Agent-assisted password resets and account recovery workflows introduce significant risk when caller identity cannot be verified with certainty. Traditional methods such as knowledge-based authentication, basic two-factor authentication, or manager approvals rely heavily on agent judgment. When that judgment fails, attackers can gain unauthorized access, leading to account compromise, operational disruption, and financial loss.
This whitepaper from 1Kosmos examines why legacy caller verification approaches are no longer effective and how organizations can strengthen IT service desk security with identity-based verification. It explains how modern verification workflows can establish high assurance trust without increasing friction for legitimate users.
Drawing on real-world service desk scenarios, the paper outlines how 1Kosmos enables secure remote caller verification by validating government-issued credentials and matching them to live biometrics. These workflows remove agents from identity decision-making while preserving user privacy and improving operational consistency.
You will learn how:
- Weak caller verification exposes IT service desks to social engineering attacks
- 1Kosmos verifies caller identity using government-issued IDs and live biometric matching
- Automated verification reduces reliance on agent judgment and human error
- Self-service identity verification can be completed from any camera-enabled device
- Privacy-first workflows prevent exposure of personal data to service desk agents
This whitepaper is designed for IT leaders, security teams, and identity and access management professionals responsible for protecting service desk operations and user access.
Download the whitepaper from 1Kosmos to learn how remote caller verification can reduce social engineering risk, strengthen IT service desk security, and support secure access recovery.
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