What is the appropriate response for the help desk technician?

During a phone support call, a user aggressively insists on bypassing standard verification processes due to urgency.

What is the appropriate response for the help desk technician?
A . Comply with the request to avoid conflict
B . Politely refuse and adhere to established verification procedures
C . Transfer the call to a supervisor without verification
D . Ask security questions unrelated to the user verification process to confuse the caller

View Answer

Answer: B

Explanation:

Correct Answer. B. Politely refuse and adhere to established verification procedures Maintaining adherence to verification procedures is essential, even under pressure, to protect against social engineering tactics that rely on creating a sense of urgency to bypass security controls.

Option A is incorrect because complying with such requests can lead to security breaches.

Option C is incorrect as transferring the call without following verification processes can expose the organization to risks if the caller is malicious.

Option D is incorrect because using unrelated security questions is unprofessional and does not address the issue of adhering to security protocols.