At ERGOS Technologies Limited, our mission is to continuously evolve to protect our clients, in response to the ever-changing cybersecurity landscape. Recent high-profile cyberattacks targeting well-known brands like M&S and Co-Op underscore just how crucial innovation and vigilance have become in our industry.
In a recent conversation with our Head of Technical Services, Steve Parker, we delved into the practical steps ERGOS has taken to protect you and improve their support experience.
Responding to Real-World Threats with Smart Security
The attacks on the major UK retailers were rooted in social engineering – where attackers impersonated legitimate users and gained admin access via unsuspecting helpdesk staff. Although the technique wasn’t complex, its effectiveness was sobering.
ERGOS responded quickly and decisively. Even before the full details were public, we preemptively tightened access to business productivity software, better known as enterprise apps. These applications can now only be enabled after explicit approval by our Security Operations Centre (SOC) team, through the requirement of administration rights. This additional layer of validation adds a crucial checkpoint before any elevated access is granted.
Verifying Identity with Multi-Factor Authentication
To further mitigate identity-based threats, ERGOS has rolled out a secure identity verification process for all service interactions. Every time a user contacts us – whether for a password reset or another request – we now require Multi-Factor Authentication (MFA) through trusted apps like Microsoft Authenticator or Duo.
Once verified, our engineers document the interaction in our CRM, ensuring a complete audit trail and adherence to security protocols. Passwords, when needed, are delivered via secure, single-use links that expire immediately after use – eliminating the risks associated with traditional communication methods.
Smart File Transfer for Clients
Beyond credentials, ERGOS’s secure communication platform also enables the transfer of large files safely and compliantly. This gives you peace of mind that sensitive data will never be exposed during transfers, even under urgent circumstances.
AI-Driven Support with Microsoft Teams Integration
Looking beyond cybersecurity, ERGOS is transforming how users interact with our support team.
Many clients still prefer calling or emailing for support – methods that can be inconsistent in the information they provide as there can be a tendency to be vague when speaking or details will be missed when emailing, leading to back and forth messages. To address this, we’ve developed a new AI-driven ticketing experience that integrates directly into Microsoft Teams.
Clients now have a dedicated “ERGOS” channel in Teams where they can simply type “need help.” From there,
The AI also enables self-service resolution by referencing our growing knowledge base. If a user prefers to speak to a technician, they can opt out at any point and be connected with a human engineer, ensuring flexibility and user comfort.
Automated Remediation and Smarter Monitoring
Using our advanced Remote Monitoring and Management (RMM) agent, ERGOS is enhancing automation to reduce resolution times. Our systems can detect common issues – such as hardware failures – and automatically run relevant diagnostic scripts. This means some problems can be resolved with just one click, without waiting in a queue or escalating to another team.
A Continuous Commitment to Client Security and Efficiency
As cyber threats become more frequent and sophisticated, the innovations at ERGOS that we have incorporated, are designed to stay one step ahead. Whether it’s preventing impersonation attacks, verifying identities securely, automating routine tasks, or empowering users through AI, everything we do is focused on delivering a safer, smarter service experience for you.
We’re excited about what these changes will bring and remain committed to adapting quickly to the needs of our clients in the face of ongoing digital threats.
For further information use our contact form or call us on 0203 8183411.
www.ergos.uk