Reducing Help Desk Burden And Enhancing IAM Security

In today’s fast-paced digital environment, IT teams are constantly seeking ways to streamline operations while ensuring security remains robust. Traditional IT support models, particularly help desks, are often overwhelmed with simple requests such as password resets and MFA challenges. These repetitive tasks drain resources and increase operational costs.

Modern challenges call for modern solutions. Automation and the integration of new technologies, such as biometric verification, with existing IAM systems, like Okta or Microsoft Entra ID, have emerged as key strategies to optimize IT operations while maintaining robust security.

We’ll delve into the benefits and key impacts of integrating advanced technologies into IT operations, along with practical strategies to enhance efficiency and maintain robust security.

1. Reducing Help Desk Burden Through Self-serve Authentication

A significant portion of help desk workload originates from routine authentication-related requests. According to Gartner, between 30% and 50% of all IT help desk calls are tied to password-related issues, costing organizations time and resources. This burden extends beyond password resets to other authentication processes, such as verifying identity for application access, transaction approvals, or account recovery.

Today, these authentication processes are typically handled through knowledge-based authentication, video calls, or manual verification steps—methods that are often inefficient, time-consuming, and prone to error.

By empowering employees with self-service tools and leveraging modern technologies such as biometrics, organizations can streamline these workflows, reduce help desk strain, and maintain robust security.

• Reduction in support tickets: Self-service authentication solutions enable users to handle routine tasks like password resets and MFA challenges independently, significantly easing the workload on IT teams (Zendesk).

• Enhanced productivity: Self-service authentication eliminates delays caused by IT dependencies, enabling employees to resolve authentication issues 30% faster (Forrester) and focus on their work without unnecessary interruptions.

Solutions with a strong and accurate biometric layer for identity verification empower employees to independently manage tasks like password resets and MFA re-enrollments. By seamlessly integrating with IAM platforms, such as Okta and Microsoft Entra ID, these solutions enable secure and efficient authentication, reducing workflow disruptions while upholding strict security standards.

2. Streamlining IAM Integration For Greater Efficiency

IAM systems are essential for managing access controls, but they can often introduce unnecessary complexity into employee workflows. A well-integrated solution addresses these challenges by streamlining identity verification and enabling seamless processes, reducing friction for both users and IT teams.

• Simplified workflows: Automating access processes reduces manual intervention by 20-25% (Forrester), enabling IT teams to focus on strategic initiatives rather than routine authentication tasks.

• Improved employee experience: Frictionless experiences enhance satisfaction and productivity (Accenture).

Advanced solutions integrate directly with IAM platforms through protocols such as OIDC, allowing policies to trigger additional actions once identity verification is successfully completed. For example, in an MFA reset scenario, once a user’s identity is verified, the system can automatically generate and send a secure link to reset MFA credentials, avoiding manual interventions. This approach streamlines the entire process into a single, efficient process, where identity verification serves as a pre-condition for subsequent steps, ensuring both security and usability.

3. Achieving Cost Savings and Operational Benefits

The financial impact of repetitive IT tasks is significant, but adopting automation and self-service solutions can transform cost structures.

• Lower operational costs: Organizations that invest significantly in automation have achieved an average of 22% in cost savings. (Bain & Company)

• Increased agility: By automating routine tasks, IT teams can focus on strategic initiatives, thereby improving overall organizational performance. (Gartner)

Integrating advanced identity verification solutions with existing systems ensures secure, real-time authentication processes. By automating steps like ID verification and MFA resets, these solutions reduce manual intervention, streamline workflows, and deliver measurable cost savings while maintaining robust security protocols.

Conclusion

Efficient IT resource management is crucial in today’s complex digital landscape. Advanced technologies like Incode Workforce enhance security, reduce help desk burdens, and streamline employee verification processes through a robust biometric layer that integrates seamlessly with IAM systems such as Okta and Microsoft Entra ID. By enabling self-service for tasks like password and MFA resets, Incode Workforce reduces support tickets, boosts productivity, and simplifies workflows.

Its cutting-edge AI driven technology integrates seamlessly with IAM policies, ensuring real-time identity verification serves as a secure pre-condition for subsequent actions, such as MFA resets. This not only eliminates manual interventions but also fortifies access controls against potential threats.

Schedule a demo, and learn more about how biometric identity verification can transform your IT operations and employee lifecycle management with Incode Workforce.