I have personally witnessed social engineering access attempts and hacks many times over the years. Your help desk agents have a wealth of sensitive data at their fingertips. In the wrong hands that information can make it easy for hackers to exploit your network. I cannot stress how important it is for techs to keep information safe. Take a look at this true story, and keep the following in mind:
1. Verifying the identity of callers for account resets should always be required. Security questions should be on file. What if someone called in claiming to be your CEO with a sore throat?
2. Following a "Need to Know" policy about the details of your network is critical.
Here is a short but funny video that makes you think about the security of your network.
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