Post last updated: September 4th, 2025

In September 2023, Scattered Spider breached MGM Resorts with just one phone call to the IT Help Desk. That single conversation gave them the access they needed to launch a ransomware attack that cost millions and disrupted operations across the business.

Since then, the same tactics have been used against some of the world’s best-known brands, from Cartier and Adidas to Qantas and Tiffany & Co. The common thread is simple: the attack begins with the IT Help Desk.

The Help Desk Problem

Your IT Help Desk was built to solve problems, not fight off cybercriminals. But today, attackers use it as their entry point. They impersonate employees with convincing stories and GenAI-powered tools. They exploit agents who want to be helpful. And they take advantage of outdated defenses that can no longer keep up.

Techniques like SIM swaps, deepfake IDs, man-in-the-middle attacks, and social engineering have made old methods like SMS codes, selfie checks, and knowledge-based authentication far too easy to bypass.

Why a New Approach Is Needed

The truth is that most IT Help Desks are still running on playbooks written before GenAI exploded onto the scene. That leaves dangerous gaps.

Groups like Scattered Spider, Blackcat, and The Com are now professionalizing social engineering. They are faster, more creative, and harder to detect than ever. If your defenses haven’t changed, they already know how to get past them.

That’s why we created a new white paper:
Your IT Help Desk Blueprint to Defend Against Social Engineering

It lays out a practical framework for protecting your IT Help Desk against today’s attackers.

What You’ll Take Away

When you read the paper, you’ll learn:

  • Why attackers focus on the Help Desk first

  • How common defenses fail against SIM swaps and deepfakes

  • What a stronger, layered defense looks like

  • How to reduce costs while improving security outcomes

The Time to Act Is Now

Attackers only need one phone call to get in. You can stop them if your Help Desk is prepared.

Download the White Paper and see how to protect your IT Help Desk before the next call becomes the next breach.

7 minutes is all it takes to see how Trusona can stop Scattered Spider

Book a Demo Now