Social engineering is “the art of manipulating people so they give up confidential information,” says Webroot. The key to preventing social engineering attacks is to make it impossible for a helpdesk technician to knowingly or unknowingly aid in such an attack. An experienced attacker can easily acquire the answers to security questions from any number of different sources, such as the Dark Web. Electronic Arts was infiltrated by hackers who stole a large amount of data from IT support staff into giving them access to the company’s network.”]
Source: https://thehackernews.com/2021/10/verify-end-users-at-helpdesk-to-prevent.html