Lessons from help desk part 1
I love ethical hacking, Cybersecurity, and finding a tasty and juicy vulnerability. However, I think people underestimate the lessons from a very important job: help desk. Help desk is one of those almost "put you through the ringer" type of jobs. It can be soul-sucking, it can be filled with frustration, endless tickets, anxiety, and so on. I think one of the most important things about help desk because of this is to take some lessons in order to understand not only Cybersecurity, IT, and even society as a whole. Let's dig in. The weakest link: the human brain Help desk is basically this: ticket comes in, a user is having an issue that you may or may not know how to fix off the top of your head. You do your best to assist them as urgently and best as possible. This can go a myriad of ways, the user doesn't answer, the user is frustrated and just "wants you to fix it" but is not describing the issue so you have to figure it out, and so on. One of the thin...