Help Desk Security
Verify Before You Reset.
Stop social engineering by verifying employee identity through Polyguard Mobile before any account change.
Your Help Desk Is Your Weakest Link
Social engineering attacks against help desks have caused some of the most costly breaches in recent history. The attack is simple: call the help desk, pretend to be an employee, and request a password reset.
Password Resets Are the Entry Point
Attackers target help desk agents because a single successful password reset provides immediate access to corporate systems, email, VPN, and privileged accounts. The entire enterprise security posture depends on the judgment of a frontline agent.
Knowledge-Based Verification Fails
Security questions, employee IDs, manager names, last four of SSN — all of this information is available through social media, data breaches, or basic reconnaissance. Attackers come prepared with better answers than real employees.
Voice Cloning Raises the Stakes
AI-generated voice clones can now replicate an employee's voice from a few seconds of audio. Combined with spoofed caller ID, even cautious agents cannot distinguish a real employee from an impersonator by voice alone.
The Cost Is Catastrophic
A single successful social engineering attack on a help desk can lead to full network compromise, ransomware deployment, data exfiltration, and regulatory penalties. Recent incidents at major casino and hospitality companies caused hundreds of millions in damages.
How Polyguard Secures Your Help Desk
Five steps. Under sixty seconds. Objective identity confirmation — no human judgment required.
Employee Contacts Help Desk
An employee (or someone claiming to be one) contacts the help desk via phone, chat, or ticketing system to request a password reset, account unlock, or privilege change.
Agent Sends Verification Request
Before making any changes, the help desk agent sends a verification request through Polyguard. This triggers a push notification to the employee's pre-enrolled Polyguard Mobile app.
Employee Completes Trust Check
The real employee opens Polyguard Mobile and completes a Trust Check — real-time facial recognition matched against their enrolled identity, confirmed on their bound device. Takes seconds.
Agent Sees Verified Identity
The help desk agent receives a confirmed identity verification in their console. No ambiguity, no judgment call. The agent proceeds with the request only after identity is confirmed.
Transaction Affidavit for Audit Trail
Every verification generates a Transaction Affidavit — a signed, timestamped record of who was verified, when, on what device, and from what location. This provides an immutable audit trail for compliance and incident response.
How Polyguard Compares
Existing verification methods rely on information an attacker can easily obtain or intercept.
| Knowledge-Based | Manager Callback | Email / SMS | Polyguard | |
|---|---|---|---|---|
| Security level | Low — answers are guessable | Medium — depends on manager availability | Low — SIM swap, email compromise | High — fused identity verification |
| Speed | Fast | Slow — minutes to hours | Fast | Fast — under 60 seconds |
| Spoofable? | Yes — social media, data breaches | Yes — voice cloning, spoofed numbers | Yes — SIM swap, phishing | No — biometric + device-bound |
| Audit trail | Ticket notes only | Call logs | Delivery receipt | Signed Transaction Affidavit |
| Regulatory compliance | Insufficient for most frameworks | Partial | Partial | SOC 2 Type II certified |
Fits Into Your Existing Stack
Polyguard works alongside your ITSM tools — not instead of them.
ServiceNow & Jira Service Management
Polyguard integrates with your existing ticketing workflows. Agents trigger verification from within their ITSM console. Verification results and Transaction Affidavits attach directly to the ticket for a complete audit record.
Pre-Enrollment via Polyguard Mobile
Employees enroll during onboarding by downloading Polyguard Mobile and completing a Trust Check. Once enrolled, verification for help desk requests takes seconds — no re-enrollment, no friction.
Agent-Facing Console
Help desk agents use a simple web console to send verification requests and view results. The interface is minimal by design — verified or not verified, with no ambiguity. No training required beyond a five-minute walkthrough.
No Bots. No Recording.
Polyguard never joins your calls, records your conversations, or stores employee PII. Verification happens on the employee's own device through Polyguard Mobile. Your agents see a confirmed identity — nothing more. Least-privilege architecture means Polyguard only accesses what is needed, when it is needed.
Audit and Compliance
Every verification is documented, signed, and exportable. Built for regulators and auditors.
Transaction Affidavits
Signed, timestamped records of every identity verification event. Includes biometric confidence scores, device attestation, and location data. Litigation-ready and tamper-evident.
SOC 2 Type II Certified
Polyguard holds SOC 2 Type II certification with an unqualified opinion. Audit reports are available to enterprise customers under NDA for due diligence review.
Exportable Records
Verification records export in standard formats for SOC 2, ISO 27001, and regulatory compliance reporting. Integrate directly with your GRC platform or export as PDF for manual review.