What technique can be used to prevent impersonation attacks against a helpdesk?

To effectively prevent impersonation attacks against a helpdesk, verifying caller identity using non-public information is a robust technique. This measure enhances security by ensuring that the person on the other end of the line possesses specific information that should only be known to the legitimate account holder.

Non-public information may include details such as past transactions, account creation dates, or personal identification information that is not readily available to the general public. By requiring callers to provide this type of information, helpdesk staff can significantly reduce the risk of unauthorized access to sensitive accounts.

Other strategies, while they may contribute to security, do not offer the same level of assurance as verifying identity through non-public information. For example, limiting caller access might restrict the number of callers but doesn’t inherently verify their identity. Changing helpdesk hours or recording calls may aid in operational efficiency or accountability but lacks a direct method of confirming that the caller is actually who they claim to be. Thus, utilizing non-public information serves as a critical line of defense in ensuring the authenticity of callers and preventing impersonation attacks.