The Importance of IT Help Desk for Cybersecurity

Based on research, as much as 95% of cybersecurity breaches are known to originate from human actions. These human actions include downloading risky software and using the same security passwords on different devices. This is how cybersecurity help desk services can reduce risks by fostering a culture of awareness and accountability among IT users.

What is a Cybersecurity Help Desk?

The IT cybersecurity help desk team is a specialized division within a company that provides assistance and guidance to employees regarding cybersecurity issues. They serve as the first point of contact for employees who may have questions or concerns about potential security threats, including phishing attempts, malware, or network disruptions.

In addition, the IT cybersecurity help desk also has the responsibility of assisting employees in understanding and implementing best practices and tools to protect their devices and data. They also provide support in terms of incident response and management, which is an integral part of the company’s cybersecurity strategy.

Finally, the IT team can also contribute to assessing, developing, implementing, and monitoring security policies and protocols. With these various tasks, the IT cybersecurity help desk plays a crucial role in efforts to prevent and mitigate cybersecurity threats to ensure the overall security of the company’s networks and systems.

Read also: Benefits of Implementing Cybersecurity for Companies

Why Cybersecurity is a Good Fit for Help Desk?

Cybersecurity is an excellent fit for the help desk, particularly due to the significant role of human error in many avoidable IT security incidents.

The IT Help Desk can serve as the first point of contact for employees who may have questions or concerns about potential security threats. The helpdesk can provide guidance in identifying and responding to potential threats and assist employees in understanding how to use security tools and best practices to protect their devices and data.

Various Human Errors Leading to Cybersecurity Breaches

Cybersecurity breaches are often caused by various types of human errors, which can generally be grouped into skill-based or decision-based errors:

1. Skill-Based Errors

In cybersecurity, human errors are often minor mistakes that occur during routine tasks. Negligence due to distractions, lack of attention, or fatigue can lead to unintentional cybersecurity incidents that can be very detrimental to your company. For example, when an end-user accidentally clicks on an attachment in a seemingly legitimate phishing email.

2. Decision-Based Errors

Decision-based errors in cybersecurity occur when end-users or even IT administrators lack the information, knowledge, or skills required to make decisions that lead to security incidents. Another example is when end-users or managers fail to apply necessary security patches or updates.

Both types of errors have the potential to lead to significant cybersecurity breaches.

Mistakes That Can Be Minimized by the Cybersecurity Help Desk

Some common human errors that frequently occur and can be minimized through the cybersecurity help desk include:

1. Falling for phishing scams

Such as clicking links or providing personal information in response to emails or text messages that appear to be from legitimate sources. Phishing incidents increased by 61% in 2022 compared to the previous year.

Read also: Understanding Cyber Security: Types, Threats, and How to Strengthen Them

2. Using weak passwords or reusing passwords on various accounts and devices

Making it easier for attackers to access sensitive information. This is a common issue; about 83% of Americans reuse the same password, increasing cybersecurity risks.

3. Failing to update software and operating systems with the latest security patches

Which can leave systems vulnerable. Software updates become more complex when many employees work remotely. In 2022, around 60% of data breaches were related to unpatched security vulnerabilities.

4. Lack of cybersecurity training

Approximately a third of companies do not provide cybersecurity training. Ongoing cybersecurity training is crucial to prevent data breaches that can be avoided by human employees. Cybersecurity training with support from a helpdesk is essential for maintaining awareness of these threats.

5. Falling for social engineering

Often easier than you think. Social engineering attempts to manipulate end-users into revealing sensitive information. Cyberattacks using social engineering techniques increased by 270% in 2021.

6. Inadequate access controls

Such as not implementing two-factor authentication or role-based access controls to limit access to sensitive information. Access control issues can occur at an administrative level if end-users fail to configure these settings.

Read also: Definition of Authentication, how it Works and Its Importance for Your Life

7. Physical security of company equipment

Is of particular concern when you have a remote workforce. The loss or theft of equipment is a concern for employees who take work home. For companies operating outside the office, key card access is the first line of defense for physical security.

8. Failure to follow company policies

The IT Help Desk can ensure that employees adhere to your security policies. This issue arises when an employee logs in from an unsecured location, such as a public network in a local coffee shop, or shares their login credentials.

9. Lack of incident response planning

Most companies (77%) lack a cybersecurity incident response plan. Incident response plans train employees on the actions to take in the event of a cybersecurity incident. Helpdesk services can significantly influence incident responses by providing direct support if employees make mistakes that threaten your data.

10. Lack of risk awareness

In cybersecurity, not knowing the risks can have serious consequences. Therefore, companies need to ensure that employees are always aware of potential risks. Building a culture where cybersecurity is a top priority is crucial to reduce future company risks.

The IT cybersecurity help desk helps provide guidance on identifying, responding to, and protecting devices and data. Cybersecurity is crucial, especially since many incidents are caused by human errors, both in terms of skills and decision-making. Therefore, these support services play a critical role in preventing and mitigating cybersecurity threats to ensure network and company system security.

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