Who is it?

The majority of calls received by the IT helpdesk require caller verification. After all, the helpdesk agent will want to be certain the caller is who they claim to be before granting access privileges to sensitive business applications. But how can helpdesk agents determine the identity of end users?

Many organizations require a physical form of identification in order for the helpdesk to make changes. For instance, employees will be asked to provide a document signed by their manager or a copy of their identification before being assigned any privileges. On the other hand, faster approaches, such as a simple call to the helpdesk, often involve too many risks.

In response to these challenges, Tools4ever has developed Helpdesk Caller ID Verification. This solution offers a simple mechanism for determining a caller’s identity. To this end, the caller will first be prompted to provide answers to a series of personal questions, such as “What is your mother’s maiden name?” Thanks to the use of an intelligent technique, the helpdesk agent will not see the answer to the question, but only parts of the answer (e.g. the first and last characters). The helpdesk agent will subsequently ask the caller which characters have to be entered.

Helpdesk Caller ID Verification does not require any additional hardware, making it a cost-efficient, easy to implement solution. This means organizations can easily verify the identity of callers in a secure fashion.

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