The 3 Usual Issues Asked To A Helpdesk Support

If we are working for some big firms, we’ve probably heard some people say call the helpdesk and ask assistance. It happens all the time. The funny thing is some question thrown at the helpdesk is usually out of their area of expertise. It’s not that they don’t know the answer, but most of the time the questions should be directed to other departments. Helpdesk is there, but they don’t have all the answers most especially those that are answerable with common sense. Let’s check out the most common issues that a helpdesk support get.

1. I can’t log in

I must admit that this is the most common issue sent to the helpdesk. Most of the time, it’s just due to spelling error or worse if the access was placed on hold due to some activities of the employee that can be a risk to the company’s network. Sometimes, employees just get tired and want to rest for a bit so they would intentionally key in the wrong password multiple times. It can result to account lock out and calling helpdesk can buy them some time.

2. My computer is too slow

Of course, it will happen most especially if you have close to twenty tabs open all at the same time. You will be advised to reboot the computer. You’ll notice that it’s running fast again but the next thing you’ll do is open multiple tabs again that can reach a dozen.

3. My printer is not working

This issue is my personal favorite. It always happens because people wasn’t able to check the basics before creating a helpdesk ticket or calling them. I’m not sure if the employee is just too pre-occupied to notice if the printer is on or not before calling the helpdesk. Of course, for the helpdesk support, you have to ask the question in the nicest possible way if the printer is on. I’m pretty sure that it was off if the next thing you’ll hear is an awkward silence or the employee hangs up.

Of course, there are complicated issues received by helpdesk. It’s just that the three topics above appear to be the three most common issues received by helpdesk.

4 Things To Do When Faced With A Network Security Breach

Companies invest in high-end security measures to keep their system secured. No matter what kind of safety protocol you implement, some people can’t help but live up to the challenge of overcoming the state of the art security systems. It can happen, but the question is what we should do if there is any instance of network security breach? Let me give you some tips that you can do if you are faced with a data breach threat in your company.

1. Take notes

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If you are in a situation where a data breach is happening, it is best if you will not panic and type all sorts of things in the computer trying to check the culprit. The first thing that you need to do is get a pen and a paper and start jotting down notes in regards to anything you’ve noticed and the things you’ve done in the computer.

2. Alert the upper management

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You can take down notes and notify the higher management at the same time. You can multi-task. The management needs to know what is happening to be able to create a contingency plan for the next step that they need to make if there will be any leak of confidential information.

3. Call CERT

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CERT or Computer Emergency Response Team is the people who have expertise in computer-related emergencies such as data breach. Usually, there is an assigned CERT for big firms to handle such cases. Call them, but you don’t have to create chaos in the entire building. Alerting all the employees can be more damaging than useful. Once the CERT gets there, explain the situation and let them take over.

The best thing to do while CERT is working to fix the problem is to keep your mouth shut. It won’t help if you will be a tattletale to other employees. Be on standby because the CERT will eventually call you for more information if needed.