Secure the help desk. Avoid bypass attacks. Reduce breach risk.

The security problem: social engineering attacks on the help desk

The help desk is one of the most common and successful entry points for attackers. Even in organizations using Microsoft Entra and multi-factor authentication (MFA), social engineering attacks frequently bypass controls by targeting help desk workflows.

RSA Help Desk Live Verify addresses this gap by ensuring identity verification is built into every help desk interaction. Unlike traditional methods, it delivers true mutual authentication between agent and caller while removing the need for callers to reveal any sensitive data. By integrating with Microsoft Entra, RSA Help Desk Live Verify allows help desk teams to confidently confirm the right person is making the request before access is changed.

The result is fewer bypass attacks, lower breach risk, and a more secure help desk without slowing down support.

RSA Help Desk Live Verify is a core capability within the RSA® ID Plus modern identity security platform. As part of RSA ID Plus, RSA Help Desk Live Verify extends strong identity assurance beyond authentication to protect the help desk, where attackers often attempt to exploit human trust.

Working seamlessly with Microsoft Entra, RSA Help Desk Live Verify ensures the person making the request is verified before sensitive actions are performed, closing one of the most common attack paths used in social engineering and account takeover attempts. Organizations can leverage a variety of methods, including either the Microsoft Authenticator app or the RSA Authenticator app, FIDO security keys, or hardware authentication methods.

By combining Microsoft Entra with RSA ID Plus, organizations gain layered identity protection that spans:

• Authentication and access control (Microsoft Entra)
• High-assurance identity verification to prevent help desk attacks (RSA Help Desk Live Verify)
• Consistent identity security across login and non-login scenarios

This approach helps organizations move from MFA-only protection to more advanced identity assurance.

RSA Help Desk Live Verify, as part of RSA ID Plus, helps organizations:

• Reduce the risk of breaches originating from the help desk
• Protect against impersonation and social engineering attacks
• Secure password resets and other sensitive support requests
• Extend Microsoft Entra security without disruption
• Strengthen identity assurance without adding complexity for help desk teams

Learn more and see RSA Help Desk Live Verify in action.