How Password Points Plague Assist Desk Calls

How Password Issues Plague Help Desk Calls

Password-based authentication has at all times been a sore matter in enterprise cybersecurity. Passwords are inconvenient and laborious to recollect; this usually 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 behind 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 apply units the particular person up for the large problem of weak and stolen passwords to occur.

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

When that is mixed with the necessity to usually change these passwords in response to set information safety ideas and tips, passwords turn out to be too advanced for workers to recollect, and after they inevitably neglect, 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 crucial widespread causes folks attain out to the assistance desk.

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

Workers and prospects of a corporation are likely to see the assistance desk as the simplest and best technique to resolve their issues concerning forgotten passwords or the necessity to change them reasonably than going by way of the inconvenient activity of attempting 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 technique to resolve their password-related issues.

Password resets could appear to be a straightforward activity, however 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 functions or instruments, which implies enterprise staff could also be rendered unproductive for hours.

Whereas staff look ahead to password resets, enterprises not solely lose a whole lot 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 quite a bit due to how staff neglect their passwords and require a reset, with over half of customers admitting to forgetting their passwords ceaselessly.

It’s not laborious to see that passwords and password reset calls have turn out to be a major 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 corporations have over 25 apps that require passwords; due to how quite a few these passwords are, staff are certain to neglect, this finally ends up costing enterprises 2.5 months of misplaced productiveness a yr on password resets.

Coaching Workers to Password Change Themselves

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

A lot because the identify implies, an SSPR resolution offers 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 corporations 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 simple to hack or intercept. Subsequently, 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 improve worker effectivity, scale back price, and get rid of the mundane duties that plague assist desk calls whereas enhancing safety. Companies will wish to fully cease conventional technique of authentication like passwords.

Exchange Passwords with Safe Technique of Authentication

SSPR could enhance just a few areas – decreasing price and enhancing effectivity, however 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 growing dangerous password hygiene, which is creating and remembering varied advanced passwords for various on-line accounts.

Passwordless Expertise as a Answer

As a substitute of verifying customers’ identities and granting person entry with passwords, passwordless expertise considers two essential elements. These elements are: who staff are (biometric expertise like face, iris, or fingerprint scanning expertise) and what they’ve (cell 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 preserving 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 primary causes respondents selected to deploy passwordless expertise throughout their organizations.

Passwordless expertise additionally decentralizes the authentication course of.

Fairly than storing customers’ credentials and passwords on servers, passwordless expertise works by utilizing personal keys generated from and saved on staff’ units, thus making it tougher for hackers to breach and assure most safety.

The Unfavourable Results of Passwords

Every time the hostile results of passwords are mentioned, it’s simple to view it as negatively affecting enterprise cybersecurity. Nevertheless, the issue of forgotten passwords goes past that — passwords scale back worker productiveness, burden assist desks, and price 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 companies has been lengthy overdue.

Lately, the voices are rising in quantity and quantity, primarily as over 80% of information breaches are brought on by weak or stolen passwords.

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


Passwords should be eradicated in order that assist desk staff and IT groups will probably be granted the liberty and time to unravel extra tasking, fascinating, and important issues.

With extra trendy passwordless expertise, there isn’t a higher time to get rid of the time-consuming and dear ordeal of password resets and utilizing passwords altogether than now.

Picture Credit score: George Milton; Pexels; Thanks!

Misan Etchie

Digital Marketer, Content material Author, Search Engine Optimizer, White-hat Hyperlink Builder

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