In an age where cyber-attacks are as unpredictable as the weather, there's one truth that remains consistent: service desks are the first line of defense and frontline responders for their organization. As the digital realm expands and morphs, so do the threats we face. And while you might be keeping pace today, what about tomorrow?
In this post, we shine a spotlight on five cybersecurity trends that every service desk agent should have on their radar for 2024 and share actionable steps to address them.
The conveniences offered by cloud storage, from easy data accessibility to seamless collaboration, have reshaped the way we conduct business and store data. However, as we've seen with significant breaches like the 2019 Capital One incident where over 100 million users' data was compromised, even the most trusted cloud setups are not immune.
With this shift, we've also seen a slew of new security threats, such as misconfigurations related to encryption, firewalls, and data storage settings, inadequate access controls, as well as other hidden vulnerabilities associated with legacy systems and third-party software or hardware. Service desk trends reflect an increase in cloud-related queries, and as help desk software use continues to rise, agents need to be equipped with the latest knowledge and guidelines to ensure they can provide top-tier advice on cloud security.
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AI’s role in cybersecurity is double-sided. On one hand, AI tools can help defend systems; on the other, they can be weaponized against them. Adversarial machine learning techniques can be used to trick AI systems, bypassing traditional security measures. Service desks need to remain vigilant, staying abreast of these AI-centered threats and the best ways to counteract them.
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Ransomware attacks have grown both in number and complexity. Some of the latest ransomware strains leverage AI, allowing them to adapt and become even more potent. Service desks are often the first point of contact after a ransomware attack, so it's paramount that agents understand these threats and can guide users on recovery and prevention steps.
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The Internet of Things, popularly known as IoT, is an interconnected web of devices that communicate and exchange data. From smart refrigerators to baby monitors, they offer unprecedented convenience. Unfortunately, many IoT devices were not designed with cybersecurity measures at their core, leading to glaring vulnerabilities.
For IoT service desks, whether it’s a smart printer or smart conference room equipment, users in all departments need to be informed about the potential risks associated with devices and given guidance on how to secure them.
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APTs are long-term, stealthy attacks that aim to steal data without detection. They might target governments or large corporations with motives ranging from espionage to financial gains. Their clandestine nature and increasing sophistication make them a pressing concern. Service desks should be aware of the latest evasion techniques associated with APTs and equipped with tools and knowledge to identify and combat them.
Action steps
As digital connectivity continues to expand, the importance of implementing appropriate cybersecurity measures increases. This responsibility extends beyond IT specialists, touching every industry, professional, and indeed, every individual user.
In their pivotal role, service desks are both problem solvers and proactive protectors, translating tech jargon into practical, actionable guidance for users. Solutions like DeskDirector provide built-in security enhancements and tools to help you protect, defend, and meet this revolutionary moment in technology.