Cyber ​​Security Hub

Do not calculate IT Helpdesk staffing based on user count alone. Convert ticket volume into resolution hours, divide by effective FTE capacity, and adjust for SLAs, shift schedules, peak hours, L1/L2/L3 skill requirements, and redundancy buffers.

An IT Helpdesk shift handover should not just be sending a list of open tickets. It must be a transfer of sufficient context so the next shift can continue the work without investigating from scratch.

Attackers used recruitment and advertising documents to distribute malware, compromising more than 12,000 computers across over 90 countries.

Learn how to measure IT Helpdesk performance using FCR, MTTR, CSAT, Backlog and Reopen Rate, with formulas, a sample scorecard and dashboard.

Recently, tech company Google confirmed a rare incident: its artificial intelligence (AI) model Gemini autonomously breached the systems of three different companies.

Cybersecurity news for September 14–20, 2026: malware hidden in Word/PDF files, VND 1 trillion fraud, AI Agents, Microsoft Cloud phishing and supply-chain risks.

A maximum-severity security vulnerability in the WSO2 middleware platform - patched earlier this year, is now actively being exploited by threat actors in the wild.

An IT Helpdesk report might show that the majority of tickets "meet SLA," yet users still feel that incidents take too long to be resolved. A common reason is that businesses are looking at First Response Time while the real issue lies in Resolution Time. Both metrics relate to ticket processing time but measure two different phases.

An IT Helpdesk escalation matrix defines when a ticket must transfer from L1 to L2, L3, or management, specifying receiving roles, response timeouts, required handoff data, and end-user update ownership.

To help organizations stay informed, the Ministry of Public Security has released the "Cybersecurity Law Handbook." This article by IPSIP Vietnam summarizes key updates from the report.

Learn how to build a P1–P4 ticket priority matrix using impact and urgency, with department examples, sample SLA targets, and tips to prevent P1 overuse.

An employee reports "Outlook cannot send emails," another requests a Microsoft 365 account, while the office Wi-Fi system constantly disconnects every week. All three cases might go through the IT Helpdesk, but they should not be handled as the same type of ticket. In actual IT operations, Incident, Service Request, Problem, and Change differ primarily in their processing objectives.

AI is helping hackers automate reconnaissance, exploitation, and data processing. Learn what this means for businesses and which defenses matter most in 2026.

An IT helpdesk ticket is a structured record used to intake, categorize, and track IT support requests. A data-complete ticket enables helpdesk teams to accurately identify issues, set priorities, and designate ownership, reducing back-and-forth communication and resolution delays.

Microsoft has issued an urgent alert regarding two highly sophisticated cyberattack campaigns targeting enterprise users. The danger of these AI-powered phishing campaigns lies in their direct targeting of the human factor, psychologically manipulating victims into handing over control themselves.