Why Is an IT Help Desk Important to Cybersecurity?

According to research, 95% of cybersecurity breaches result from human error. These errors include downloading risky software or using a security password repeatedly across multiple devices. A cybersecurity help desk mitigates the risk of human error.

With the average cost of data breaches at an all-time high of $4.35 million in 2022, a cybersecurity help desk is an investment that will pay for itself. Here’s how a cybersecurity help desk can reduce risk by creating a culture of awareness and accountability with IT end-users.

What is a Cybersecurity Help Desk?

An IT cybersecurity help desk is a specialized team within an organization that provides support and assistance to employees on matters related to cybersecurity. The help desk serves as a first point of contact for employees who may have questions or concerns about potential security threats. These security threats could include phishing attempts, malware or network intrusions.

A cybersecurity help desk is also responsible for helping employees understand and use security tools and best practices to protect their devices and data. The IT cybersecurity help desk may also provide support for incident response and management, which are critical components of an organization’s cybersecurity strategy.

Finally, the IT team may also play a role in assessing, developing, implementing and monitoring security policies and protocols.

With these duties, the IT security help desk can play an essential role in preventing and mitigating cybersecurity threats to ensure the overall security of an organization’s network and systems.

Why is Cybersecurity the Perfect Vehicle for a Help Desk?

Cybersecurity lends itself well to a help desk format primarily because human error plays a significant role in many preventable IT security incidents.

An IT help desk can serve as the first point of contact for employees who may have questions or concerns about potential security threats. The help desk can guide how to identify and respond to potential threats and help employees understand how to use security tools and best practices to protect their devices and data.

What Common Human Errors Lead to Cybersecurity Breach?

Many types of human error can cause a cybersecurity breach. They are typically categorized into skill-based or decision-based errors:

• Skill-based human cybersecurity errors are generally minor slipups occurring during routine tasks. Negligence due to distraction, inattentiveness or tiredness can lead to an accidental cyber breach that can be very costly for your company. An example of this occurs when an end-user accidentally clicks on an attachment to a phishing email that looks legitimate but isn’t.
• Decision-based cybersecurity errors happen when the end-user or even an IT administrator lacks information, knowledge or skills that lead to a decision that causes an incident. An example is when an end-user or manager fails to run a security patch or upgrade.

Both types of errors can cause significant cybersecurity breaches. Two examples include the massive Equifax hack caused by failing to run security patches (with a cost of more than $425 million) and the Sony Pictures phishing scam that cost the company more than $100 million.

Some of the most common human errors potentially mitigated with a cybersecurity help desk include:

• Falling for a phishing scam, such as clicking on a link or providing personal information in response to an email or text message that appears to be from a legitimate source. Phishing incidents increased by 61% in 2022 from the prior year.
• Weak passwords. Using weak passwords or reusing passwords across multiple accounts and devices makes it easier for attackers to gain access to sensitive information. This is very common; 83% of Americans reuse the same passwords, heightening your cybersecurity risk.
• Unpatched software. Failing to keep software and operating systems updated with the latest security patches can leave systems vulnerable. Updating software is a complex issue when so many employees are now remote. In 2022, 60% of the data breaches correlate to unpatched cyber vulnerabilities.
• Lack of training. One-third of companies don’t offer cybersecurity training. Ongoing cybersecurity training is critical for keeping preventable data breaches in mind for our human employees. Cybersecurity training with reinforcement from a help desk is essential to keep these threats top of mind.
• Social engineering. Falling for social engineering scams is easier than you think. Social engineering seeks to engage an end-user in divulging sensitive information. Cyber-attacks stemming from social engineering techniques increased by 270% in 2021.
• Insufficient access controls. Failing to implement proper access controls, such as two-factor authentication or role-based access controls to limit access to sensitive information. Access control issues can happen at an administrative level if or the end-users fail to follow through by setting up these tools.
• Physical security. The physical security of company equipment is a particular point of concern with you’re dealing with a remote workforce. Lost or stolen equipment is a worry for any employee that takes work home. For employers operating out of an office, keycard access is the front line of defense for physical security.
• Failing to follow company policies. Cybersecurity is a “lead a horse to water” venture, and an IT help desk can ensure that your employees are actually “drinking” the security policies you require. An example of this issue occurs when an employee logs in from an unsecured location (such as a public network at their local coffee shop) or share their login credentials.
• Lack of incident response planning. Most companies (77%) lack a cybersecurity incident response plan. An incident response plan trains employees on what to do should a cybersecurity incident occur. A help desk could significantly impact incident response by providing immediate support if an employee makes a mistake that threatens your data.
• Lack of risk awareness. When it comes to cybersecurity, what we don’t know can hurt us. So, it’s up to companies to keep employees aware of the risks which evolve. Creating a culture where cybersecurity is top of mind is essential to less your risk in the coming years.

For all these reasons, one key remedy for safeguarding your business against evolving cybersecurity threats is an IT help desk. Red River offers a proven IT help desk service to support your business. Contact us to find out how we mitigate your risk of a cybersecurity breach.

Q&A

What is an IT help desk?

An IT help desk provides technical support and assistance to users with issues or concerns with their computer software or network. The main goal of an IT help desk is to provide quick and efficient resolutions to technical problems and to minimize work disruptions to the work.

What are the top three things a cybersecurity help desk can do for my company?

A cybersecurity help desk can:

1. Provide technical support for employees.
2. Respond quickly to security incidents.
3. Educate employees on security best practices.