IT help desk representatives don’t have the resources they need to do their work securely day-to-day. As remote work becomes the norm, help desk technicians aren’t just saddled with the usual password reset tickets or technical support issues. They’re faced with onboarding tickets and processing requests to access proprietary or sensitive information — from people that they may have never met before.
Today’s IT help desks don’t have the tools they need to detect and prevent fraud from the front lines. At Nametag, we’ve got a solution tailor-made to rise to the challenge and ensure that your representatives can prevent fraudsters from successfully infiltrating your company and catch insider threats before they become an issue. Now, your representatives don’t need to meet an employee before they know who they’re working with.
Answering the Call
When a support ticket enters a help desk representative’s workflow, the employee calling in can be identified by their name or their contact information, whether it’s an email address or a phone number. However, that isn’t sufficient for a representative to confirm that a genuine user is filing this request, and without authentication or verification measures, it can be time-consuming for the representative to confirm someone’s identity, and frustrating for legitimate employees waiting for their request to be addressed.
Cybersecurity also remains a paramount concern for security directors and company executives. In fact, despite growing concerns about an upcoming recession, analysts at Gartner project that companies will spend 11% more annually over the next four years.
As fraud grows prevalent, clients and end users are also expressing valid concerns about their digital security. They care about protecting their data and seeking control over what information they’re sharing with companies. As cyber crime continues to escalate, your help desk is quickly becoming another line of defense between a fraudster and your client’s Personally Identifiable Information (PII) at times.
How Nametag Can Help Your IT Team Proactively Deter Fraud
IT representatives aren’t fraud detectives. So they need an identity security solution that deploys seamlessly and offers clients a simple, tangible way to verify their identities. That’s why we’ve designed Nametag’s VIP Support Solution to work right out-of-the-box.
By allowing your reps to verify a customer’s identity through a purpose-built portal, and tying authentication to both a real-time selfie and their government-issued ID, we make it significantly harder for a malicious actor to pose as an employee or a user.
Streamline your customer support processes while giving your customer support team the speed and security they desperately need.
When a support call begins, your IT service representative can verify the identity of the person who filed the ticket in question by generating and sending a smart link through text, email or chats. Your customer can almost instantly use a real-time selfie and their government-issued ID to prove that they’re real, and you can quickly move onto making sure the employee or customer manages to get the solution they’re looking for
By streamlining the verification process, we help you offer a better support experience to your employees or clients, while empowering your reps to provide a faster response.
Looking Ahead
The Nametag team is dedicated to helping businesses support their IT help desk reps by giving them the toolkit they need for secure identity verification and fraud prevention. Our solutions are designed to help you eliminate time-consuming, informal authentication that enables criminals and impersonators to infiltrate your organization and steal sensitive data. To learn more about how your IT team can leverage our customer ID portal in minutes, you can schedule a demo with us at the link below.
