Identity management calls flood help desks

Forty per cent of helpdesk calls originate from an identity management problem. according to research.

Despite many organisations putting greater resources into identity management, the problem is putting massive strain on firms according to research by security services provider dns.

On average 24 per cent of helpdesk calls are related to password resetting and 15 per cent are calls to set up a new employee or alter their access levels, says the survey.

And increasing numbers of applications and systems within firms that need to be accessed by multiple users has exacerbated the problem.

Many employees are still making poor password choices, making company infrastructures vulnerable to attack.

'It's very positive that companies are cottoning onto the security and compliance implications of employee access rights and poor password use, but this is clearly coming at a hefty price for businesses managing their identity management in-house,' said dns senior consultant Don Smith.

'Companies need to ensure that confidential information is fully protected, but they would be wise to delve into the man hours that are being eaten up in their business purely from help desk enquiries,' he said.

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Further reading:

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