Security and Employee Safety

It is important to understand that times have changed, and with social media, and OSINT tools being available to everyone, tracking someone down with just a name is no longer only in the movies. We, as a company need to protect our staff and our clients from bad actors that may leverage any information to their benefit. 

For this reason, you will never know which staff are dealing with your tickets, they will never email you from their company email (most of our HelpDesk Staff don't even have a company email). Out Chat systems are internal only, and here's the rationale: 

Privacy and Safety

Staff personal information linked to customer interactions can be exploited for social engineering, stalking, or extortion if exposed. Anonymity mitigates those risks by minimising personal data exposure and prevents GEN staff being leveraged to provide unauthorised access to client data, or client systems. 

The use of Social Media by our staff is strictly regulated, and they are forbidden from ever mentioning the company or their place of work in any posts or media and this is audited frequently. 

Data Protection Principles

GDPR, SOC2 and the DPA standards emphasise minimising exposure of personal data whenever feasible, supporting pseudonymisation and role-based identity masking in all client interactions.

Security Best Practices

Anonymity in help desk interactions aligns with principles like least privilege and data minimisation, allowing staff to perform their roles without unnecessary personal exposure. Internally we have full tracking so we know exactly who worked on what and when. 

Organisational Policy

It is GEN's policy now that staff are no longer identified internally or externally using their full names, and staff have confidence in their anonymity outside of the enterprise. 

Physical Security

We removed real names on ID cards replacing them with Employee numbers, and generic titles to help protect physical identity whilst on client sites from casual observation and logical inference. The ID card is still perfectly valid