Why your help desk is still your biggest security risk
When MGM Resorts suffered a crippling cyberattack in 2023, forensic teams expected to find sophisticated malware or a zero-day exploit. Instead, they discovered something far simpler: an attacker called the help desk, impersonated an employee, and was handed the keys to the kingdom. Marks & Spencer and Harrods fell victim to similar attacks in 2025.
This pattern reveals a harsh reality – organizations spend millions hardening networks and endpoints while leaving identity, their most vulnerable entry point, completely exposed.
What's changed is not that help desks are vulnerable. Security teams have known this for years. What's new is the convergence of two forces that have turned a known weakness into an urgent crisis.
Help desks make sure that locked-out employees can get back to work as quickly as possible. However, the pressure to restore productivity creates an environment where speed often trumps security.
The typical interaction follows a predictable path:...
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