The brief explains that modern cyberattacks increasingly target IT helpdesks, exploiting human vulnerabilities rather than technical flaws. As MFA and perimeter defenses improve, attackers use tactics such as social engineering, vishing, and deepfake impersonation to bypass verification. Helpdesks, pressured by performance metrics and often outsourced, become high-risk gateways for breaches. Ping Identity urges organizations to treat identity management as a core security function and align helpdesk operations under security governance. The report recommends a phased roadmap: immediate workflow hardening, mid-term layered verification with AI and HR integrations, and long-term adoption of decentralized, continuous identity models with verifiable credentials.

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