100-140 Question 356
Single answerWhile working as a help desk technician, you receive a call from someone claiming to be a high-ranking manager. They urgently request that you reset their account password, stating they are locked out and need immediate access for a critical meeting. What should you do to handle this situation securely?
- A
Verify the caller's identity using the organization's standard authentication procedures before taking any action.
- B
Immediately reset the password as requested to avoid delaying their critical meeting.
- C
Ask the caller to send an email with the request to confirm their identity.
- D
Ignore the request completely and report the incident to your supervisor.
Show answer and explanation
Correct answer: A
Explanation
Help desk technicians are prime targets for social engineering attacks because they often have access to sensitive systems and information. In this scenario, the correct response is to verify the caller's identity using the organization's standard authentication procedures before taking any further action. This ensures security while still addressing legitimate requests.
- A. Correct.
This is the correct action as verifying the caller's identity ensures that you are not falling victim to a social engineering attack. Always follow standard authentication procedures to protect sensitive information.
- B. Incorrect.
This is incorrect because resetting the password without verification could compromise security if the caller is a social engineer.
- C. Incorrect.
This is not the best option since an email can also be easily spoofed and does not adequately verify the caller's identity.
- D. Incorrect.
This is not the correct approach as ignoring the request could delay legitimate business operations. Instead, verify the caller's identity and proceed accordingly.