Pick the Helpdesk Line
Respond to an IT-impersonation call without sharing an MFA code or escalating tension.
A caller claims to be IT and asks Nina to read an MFA code. Which line should Nina use? Five minutes before the webinar. This is IT. Read me the code and I will clear the room account. fromTop The safe line is procedural. fromBottom I cannot share codes on inbound calls. I will hang up and call the service desk queue. Strong. It names the boundary, leaves the attacker-controlled channel, and re-initiates through a known-good route. Can you prove you are IT by telling me my employee ID first? Not enough. Pretexts often include real internal details. Do not…
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