How Password Points Plague Assist Desk Calls


Password-based authentication has at all times been a sore subject in enterprise cybersecurity. Passwords are inconvenient and exhausting to recollect; this typically leads staff to develop awful password hygiene, utilizing weak, easy-to-remember phrases or the identical password throughout a number of on-line accounts.

Main Reason for Enterprise Knowledge Breaches

One other too-oft-repeated no-no with passwords is writing them down in post-it notes, or storing them in insecure laptop recordsdata. This observe units the particular person up for the large subject of weak and stolen passwords to occur.

To forestall this subject, enterprises are keen on mandating completely different, extra advanced passwords for different on-line accounts.

When that is mixed with the necessity to frequently change these passwords in response to set information safety options and pointers, passwords develop into too advanced for workers to recollect, and after they inevitably overlook, staff are likely to do what they see probably the most as an answer — and so they name the assistance desk.

Forgetting a password is by far one of the vital widespread causes folks attain out to the assistance desk.

The assistance desk is contacted on a regular basis, relating to password points. In accordance with SLACK, assist desks obtain over 20 calls per person on common per 12 months. A Gartner report additionally revealed that over 40% of all assist desk tickets are associated to password resets.

Workers and prospects of a company are likely to see the assistance desk as the simplest and most effective solution to clear up their issues relating to forgotten passwords or the necessity to change them somewhat than going by means of the inconvenient activity of making an attempt to recollect them.

Lack of schooling (each technological and basic) can imply that some customers will nonetheless see a assist desk name as the simplest and quickest solution to clear up their password-related issues.

Password resets could seem to be a straightforward activity, nevertheless it’s not a easy two-minute repair.

As a substitute, staff should contact the assistance desk and could also be compelled to attend for an prolonged time to resolve the problem. As well as, throughout assist desk non-working hours, staff could also be locked out of enterprise purposes or instruments, which suggests enterprise staff could also be rendered unproductive for hours.

Whereas staff await password resets, enterprises not solely lose a number of time that will have been in any other case was once productive, however additionally they lose some huge cash.

On common, it prices enterprises $70 for each password reset; this provides up over time, costing enterprises so much due to how staff overlook their passwords and require a reset, with over half of customers admitting to forgetting their passwords ceaselessly.

It’s not exhausting to see that passwords and password reset calls have develop into a big supply of productiveness loss for a lot of organizations.

A survey of 600 IT professionals revealed that 36.7% of US and 60% of UK firms have over 25 apps that require passwords; due to how quite a few these passwords are, staff are sure to overlook, this finally ends up costing enterprises 2.5 months of misplaced productiveness a 12 months on password resets.

Coaching Workers to Password Change Themselves

A normal resolution for the debacle of assist desk calls is giving staff and enterprise prospects the flexibility to reset passwords solely by themselves with out calling the assistance desk by means of Self-service Password Reset Software program (SSPR).

A lot because the title implies, an SSPR resolution provides staff the flexibility to securely unlock their accounts and reset their passwords with out the necessity to contact the assistance desk.

It delegates the duty again to the person utilizing a self-service workflow, thus relieving the burden of password resets from assist desk calls. Many firms have began utilizing this in current instances, because it dramatically reduces the variety of assist desk calls, saves time, and improves total firm effectivity.

Sure, Your Password Safety is Simple to Intercept

Nevertheless, the issue with passwords goes far past simply assist desk calls; passwords render enterprise safety weak as a result of they’re simply too straightforward to hack or intercept. Due to this fact, this fast and straightforward resolution solely addresses the issue of assist desk calls with out contemplating that passwords are insecure by their very nature.

Eliminating Passwords

The writing is on the wall: for companies and enterprises to efficiently enhance worker effectivity, cut back price, and eradicate the mundane duties that plague assist desk calls whereas enhancing safety. Companies will need to utterly cease conventional technique of authentication like passwords.

Change Passwords with Safe Technique of Authentication

SSPR could enhance a couple of areas – decreasing price and enhancing effectivity, nevertheless it doesn’t fairly ship like passwordless expertise, which has the added benefit of eradicating passwords.

Passwordless expertise, by eliminating passwords, vastly improves ease of use and safety and eliminates the habits that result in staff creating dangerous password hygiene, which is creating and remembering numerous advanced passwords for various on-line accounts.

Passwordless Know-how as a Resolution

As a substitute of verifying customers’ identities and granting person entry with passwords, passwordless expertise considers two important elements. These elements are: who staff are (biometric expertise like face, iris, or fingerprint scanning expertise) and what they’ve (cellular quantity, key card, and entry token/badge).

Passwordless expertise permits desk groups to give attention to important and extra worthwhile duties.

Totally different passwordless authentication applied sciences could take completely different verification approaches; nevertheless, all of them have one factor in widespread — they don’t retailer worker information inside a system. Not holding very important information within the system is what makes passwordless expertise inherently safer than conventional and password-based safety expertise.

Passwordless authentication solves the problems that SSPR targets.

Due to its advantages, passwordless expertise has seen elevated adoption lately. A 2021 survey confirmed that price financial savings, stopping credential theft and phishing, and person expertise had been the principle causes respondents selected to deploy passwordless expertise throughout their organizations.

Passwordless expertise additionally decentralizes the authentication course of.

Relatively than storing customers’ credentials and passwords on servers, passwordless expertise works through the use of personal keys generated from and saved on staff’ gadgets, thus making it tougher for hackers to breach and assure most safety.

The Adverse Results of Passwords

At any time when the hostile results of passwords are mentioned, it’s straightforward to view it as negatively affecting enterprise cybersecurity. Nevertheless, the issue of forgotten passwords goes past that — passwords cut back worker productiveness, burden assist desks, and value enterprises some huge cash.

Immediately, passwords function one of many main causes of safety breaches. However, sadly, password fatigue and reuse nonetheless plague the cybersecurity trade.

The clamor to altogether take away passwords from organizations and providers has been lengthy overdue.

In recent times, the voices are rising in quantity and quantity, primarily as over 80% of knowledge breaches are attributable to weak or stolen passwords.

With virtually half of assist desk calls being wasted on mundane, pointless duties like password resets, it’s straightforward to see why staff and assist desk facilities are pissed off.


Passwords must be eradicated in order that assist desk staff and IT groups will probably be granted the liberty and time to resolve extra tasking, attention-grabbing, and important issues.

With extra fashionable passwordless expertise, there is no such thing as a higher time to eradicate the time-consuming and expensive ordeal of password resets and utilizing passwords altogether than now.

Picture Credit score: George Milton; Pexels; Thanks!

The submit How Password Points Plague Assist Desk Calls appeared first on ReadWrite.

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