The service desk is often the unsung hero of IT operations—but it can also be the Achilles’ heel of enterprise security. This session explores how attackers exploit the trust and authority granted to service desk personnel, turning helpfulness into vulnerability. We’ll dive into real-world scenarios and practical strategies to strengthen this critical frontline.

You will learn:

• The Trust Factor: Why service desk roles inherently carry elevated risk.
• Identity Verification: Best practices and pitfalls in authentication workflows.
• Information Leakage: How casual conversations and shortcuts expose sensitive data.
• Attack Vectors: Techniques adversaries use to manipulate service desk operations.
• Mitigation Strategies: Policies, training, and tools to harden the human layer.