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  • Nisarg Naik

How IT Helpdesks Deal With Users’ Malware Threats

Few words can turn an IT tech’s hair prematurely gray faster than “malware.” Viruses, trojans, ransomware attacks, and other malicious offenses can steal valuable data, lock employees out of their computers, or bring an entire network to its knees. Hopefully, you’ve already educated your workforce on how to resist common malware attacks. Still, accidents can happen – and when they do, it’s up to your IT helpdesk to provide the next line of defense.



What can a skilled IT helpdesk team do about malware issues? For one thing, they can help employees maintain computer security by assisting with password resets and security update questions. They can remind users to change their passwords periodically. They can help users recognize the signs of a potential malware attack in progress and make sure they know how to avoid the common traps set by attackers.


Malware Threats

When a user places a trouble call about odd behavior that might indicate a malware attack, your IT helpdesk technicians can take several steps to contain and diagnose the issue before the situation gets worse. For instance, the tech should instruct the user to disconnect the computer from the network without actually turning it off. This crucial step can help prevent a “bug” from infiltrating other devices while also leaving evidence of the malware attack on the computer for later analysis.


Troubleshooting this kind of help request requires the helpdesk technician to collect a lot of key information. Your IT department needs to know exactly what form the attack took, when it occurred, whether the user clicked a link or downloaded a file, and what kind of data might have gotten handed over. The sooner you know these facts, the more quickly you can mount the proper response.


Need serious IT helpdesk expertise for your ongoing fight against malware? Contact Gravity Helpdesk!

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