Insights
Notes on running a desk that can prove what it did.
Writing for the people who answer the phone and carry the risk — on verification, social engineering, compliance evidence and the tools that make the safe path the quick one.
A caller verification policy your desk will actually follow
Most verification policies fail because they are written for an auditor rather than for someone on the phone at 4pm on a Friday. Here is a template that fits on one page, plus the reasoning behind each clause.
Read the article →What Cyber Essentials actually asks of your help desk
Cyber Essentials barely mentions the service desk, yet three of its five controls run straight through it. Here is where the desk sits in the scheme, and the evidence that makes an assessment straightforward.
3 min read →Choosing service desk software as an MSP
Most buying guides compare feature grids. This one covers the questions that predict whether you will still be happy in year two — including the security questions that rarely appear on a comparison table.
4 min read →The MFA reset is the front door
Multi-factor authentication is the control most organisations rely on, and the help desk is the one place it can be turned off with a phone call. A playbook for the request that deserves the most scrutiny.
4 min read →Why a password manager isn't enough for an MSP
A shared vault answers who on your team can open a secret. It has nothing to say about the more dangerous question: whether the person on the phone should be given it.
3 min read →How help desk social engineering actually works
The attack is a phone call, not an exploit. A walk through the script attackers use on IT service desks, why it works on people who know better, and where it reliably breaks.
4 min read →Prefer a reader? Subscribe to the RSS feed.
Know who you’re really talking to, before you act.
Thirty minutes, using one of your real client accounts. We’ll set up its verification flow and run a live check with you.