📝 Show notes
CyberAware Daily — 2026-10-13
- Today's deep dive: the helpdesk and IT support call scam, and how it has changed from the old cold call.
- Why scammers now open with a genuine-sounding problem, such as email or a shared folder not working.
- Who is most at risk: anyone with a work laptop or work email, especially where IT teams are small.
- The two things they always ask for: remote access software, or a one time passcode.
- Common remote access tools to look out for, including AnyDesk, TeamViewer and Quick Assist.
- The family rule: never share a one time code with someone who rang you, and agree a simple verification code word.
- How to check a caller is real: hang up and dial the number on your bill or your company directory.
More at https://cyberawareuk.co.uk
📄 Full transcript
It's Tuesday, and that means it's Threat Deep Dive Day here on CyberAware UK.
Alex, what are we digging into today?
Today we're looking at one scam type properly, and it's one that's been climbing quietly.
It's the help desk, or IT support call scam.
The fake IT support call.
We've all had the one about your computer having a virus, but this one's changed, hasn't it?
It has.
The old version was a cold call.
The newer version starts with a real problem.
Your email stops working, or a shared folder won't open, and then you get a message or a call offering to help.
So they're not pretending to be from Microsoft.
They're pretending to be from your actual workplace or your actual provider.
Exactly.
And that's why it's harder to spot.
They've got your name, your job title, sometimes your manager's name.
All of that is easy to find online or buy from old data breaches.
And the ask at the end is always one of two things.
Either install something, or hand over a code.
Right.
The install is usually remote access software, so they can watch your screen and click around.
The code is often a one-time passcode, which lets them walk straight into an account.
So who is actually affected here?
Who should be worried?
Honestly, anyone who uses a work laptop, or a work email.
But the risk is highest if you work somewhere with a small IT team, because a real IT person there might genuinely ring you out of the blue.
That's what makes the fake one believable.
There's a tech story behind the surge too, isn't there?
There is.
This week's headlines mention helpdesk zero-day flaws, and there's also a piece about employees' own AI assistants already being logged in.
The point is, there are more systems than ever that can reset a password or grant access,
and scammers are targeting the human on the end of the line instead of the software.
So on a household level, what does this look like?
A lot of our listeners are families, not IT managers.
For a family, the most common version is a call about a shared account, like a broadband or mobile account,
or a streaming subscription that's being compromised.
They say they are from the provider, and they need a code to lock the account down.
And that code is the thing that actually gets them in.
Yes.
The rule is simple.
A genuine support person will never ask you for a code that's just been sent to your phone.
They might ask you to confirm something you already know, but they won't need the code itself.
What about the remote access software?
How would a normal person know if something like that is on their machine?
If you didn't install it, and you don't use it for your own family tech support, it shouldn't be there.
Common names are things like Enidesk, TeamViewer or QuickAssist.
If one of those is open and someone is on the line, that's your moment to close the call and the app.
Let's take one quick break, and when we're back, the one thing every household should agree on before this ever happens.
Before the break, one small thing.
If you get a surprise support call, hang up and ring the number on your bill or your company directory.
Don't use the number they gave you.
Welcome back.
So what's the single takeaway today?
Agree a family code word, or a rule, for anyone who says they are from IT, or a provider.
If they don't know it, it's not them.
And never share a one-time code with anyone who rings you.
Simple as that.
A real support person will never ask for the code that was just texted to you.
Have the rule in your house, and stick to it.
That's it for today, we'll be back tomorrow.
Stay safe, and we'll see you then.