Threat Deep Dive: The Helpdesk Call Scam and How to Spot It
Most people know the old fake IT support call. A stranger rings, says your computer has a virus, and asks you to install something. It was easy to laugh off.
The new version is harder to spot, because it starts with a real problem. Your email stops working. A shared folder will not open. Then a message or a call arrives offering to help. The person knows your name, your job title, sometimes your manager's name. That information is easy to find online or buy from old data breaches.
This matters more than ever because more systems can reset a password or grant access than before. Recent industry headlines have covered helpdesk zero day flaws and the growing number of staff AI assistants that are already logged in. Scammers are going after the human on the end of the line rather than the software itself.
For a UK household, the common version is a call about a shared account, such as broadband, mobile or a streaming subscription. The caller says the account has been compromised and asks for a code to lock it down. That code is the way in.
Two things they always ask for. First, remote access software like AnyDesk, TeamViewer or Quick Assist, so they can watch your screen and click around. Second, a one time passcode, which lets them walk straight into an account.
Who is affected? Anyone with a work laptop or work email, and the risk is highest where IT teams are small, because a real IT person there might genuinely ring you out of the blue.
The rule is simple. A genuine support person will never ask for a code that was just texted to you. If you did not install remote access software, and you do not use it yourself, it should not be running on your machine.
If you get a surprise support call, hang up and ring the number on your bill or your company directory. Never use the number they gave you.
Our takeaway today: agree a family code word or a simple rule for anyone claiming to be from IT or a provider. If they do not know it, it is not them. And never share a one time code with someone who rang you.
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