One recent example that highlights this growing threat is the cyberattack on Marks & Spencer (M&S), one of Britain’s most recognized retailers. Employing over 64,000 people across more than 1,000 stores, M&S reportedly fell victim to hackers believed to be part of the group Scattered Spider. The attackers infiltrated the company’s systems in February, deploying ransomware that encrypted vital infrastructure and severely disrupted operations. By impersonating employees, the cybercriminals manipulated IT help desk staff into resetting passwords and turning off multi-factor authentication. This gave them access to internal systems, where they stole a file containing password hashes from Active Directory. The fallout was severe, including a five-day suspension of online sales that cost an estimated £3.8 million per day, along with a drop of more than £500 million in market value.
The method used against M&S was not unique. Similar techniques were applied in attacks on other UK retailers, including Co-op and Harrods. In the case of Co-op, attackers also pretended to be employees to trick IT staff into granting them access. Although Co-op managed to prevent the full deployment of ransomware by shutting down parts of its infrastructure, the company still faced major operational disruption, proving that even partial breaches can have wide-reaching effects.
The common thread in these cases is the vulnerability of service desks. These teams often have privileged access to systems, including the ability to manage user accounts, reset credentials, and disable authentication tools. Their focus on quick support and customer service can leave them more exposed to sophisticated social engineering tactics. Because they are frequently overlooked in broader cybersecurity strategies, service desks represent a weak point that attackers are increasingly exploiting.
To address this issue, organizations must shift their approach from reactive to proactive defense. Service desks, while designed to solve problems efficiently, need to be supported with advanced training, strong verification procedures, and layered defenses that reduce the likelihood of manipulation. Investing in security awareness, modern authentication practices, and continuous monitoring of unusual account activity is now essential.
The rise in attacks on retailers like M&S, Co-op, and Harrods demonstrates that hackers are targeting service desks with growing precision, causing significant financial and operational harm. These incidents show the urgent need for companies to reassess their cybersecurity strategies, placing greater emphasis on the human element within IT support functions. While organizations cannot control who attackers choose to target, they can strengthen their defenses to ensure resilience when confronted with such threats.
