Attackers Are Calling Your Help Desk — Here Is How to Stop Them
Social engineering (manipulating people through deception rather than breaking through technical defences) is behind some of the most damaging breaches of recent years. In 2025, the hacking group Scattered Spider hit UK retailers Marks & Spencer, Co-op, and Harrods by impersonating employees and convincing service desk agents to reset credentials and disable multi-factor authentication, according to Bleeping Computer.
If you manage or work at an organisation with an IT help desk, one change matters most: require staff to verify identity through a second channel before any password reset or MFA change. A callback to a verified internal number — not the number the caller provides — breaks the most common attack chain entirely.
For individuals: if your workplace IT desk ever contacts you unexpectedly, call them back on a number you looked up yourself, not one they gave you.
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