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5 IT security trends to be aware of in 2022

At help4IT, we work closely with organisations where the safety of customer data is paramount to their operations. Over the years we’ve helped many businesses to migrate to platforms that offer best in class security provision, then provided ongoing management and training to help their staff and management teams to mitigate and manage risks.

We continuously keep abreast of changes and trends in the security landscape to help our clients keep their data and systems protected to the highest possible standards. Below are some of the key IT security trends that we believe will be prevalent in 2022 and beyond.

Remote working challenges will continue to increase

The Covid-19 crisis of 2020 and 2021 resulted in a huge shift to remote working, often with employees using their own devices to access sensitive information on company servers. The remote working trend is unlikely to diminish, despite many people returning to the office, with more business leaders beginning to see the benefits of improved productivity and reduced desk space costs by allowing certain members of staff to work entirely from home. However, with more people choosing to work from home there also comes an associated increase in security risk associated to BYOD, access to the company cloud server, email threats like phishing, PAM, and Zero-Trust issues.

More organisations adopting the Zero Trust Model

The central component of the Zero Trust Model is that organisations should not automatically trust anything inside or outside their perimeters and instead must verify anything and everything trying to connect to its systems before granting access. It is a significant departure from the “trust but verify” method associated with traditional network IT security. This model became obsolete as more organisations moved to a complete cloud IT solution following the outset of the pandemic in 2020. Many more start-ups and SMEs are likely to adopt this model in 2022 and beyond.

Increase in Cloud Security Posture Management (CSPM) services

With many more organisations moving their IT infrastructure to the cloud (and as many as 92% already migrated), there has been an associated increase in services designed to help keep cloud environments secure. Cloud Security Posture Management, or CSPM, helps organisations to, among other things, detect and mediate cloud misconfigurations that can lead to data breaches and leakage. CSPM related services are likely to become standard features of most fully managed IT support packages in 2022 and beyond.

More User Awareness Programmes likely to be adopted

More organisations are becoming increasingly aware that their employees are often unwittingly the cause of significant IT security breaches. An Infosec report revealed that 97% of people are unable to distinguish between an authorised email and a phishing email. These sorts of statistics have led to many more organisations investing heavily in educating and guiding their employees on security risks to help reduce the impact of these sorts of attacks.

Cybercrimes are likely to continue rising, including attacks on cloud environments

The mass migration to cloud environments since the outset of the pandemic is unlikely to help reduce the impact of serious cybercrime. Only one in five companies assess their cloud security posture from time to time, with many lacking any managed security services at all. Organisations taking this lax approach to security will continue to be hit and suffer heavy losses in 2022 and beyond.

Get an assessment of your IT security

If your business has made a lot of changes in terms of how your employees’ work or access information on your servers, and you have not audited your IT systems recently; consider investing in an assessment of your IT environment. Our highly experienced IT consultants will be happy to help you with initiating this process.

The key features of an excellent IT support help desk

An IT help desk is a department, either within an organisation or provided by an external contractor, that is responsible for answering the technical questions of the end-users of an IT system. Most major IT companies have help desks to respond to questions from their customers. Questions may be handled by the help desk in various ways including email, telephone, website, or online chat.

Here are some of the key features of an excellent IT support help desk.

Qualified, friendly support staff

The key to any effective help desk is the people who provide the service. End-users of a help desk need to know that their enquiry is going to be dealt with professionally and quickly, therefore empathetic staff with strong interpersonal skills are essential to the delivery of the service. They must also possess the technical skills required to deal with the most common IT issues.

An effective ticketing system

Providing an exceptional standard of IT support to end users can’t be achieved without an efficient technology setup. Ticketing systems enable end-users to keep a record of the issues they raise, monitor the progress of the issues, and allow multiple stakeholders, with different levels of expertise, to collaborate on any complex problems. An effective ticketing system is, therefore, an essential component to a good quality IT support desk.  

An efficient issue tracking system

An essential element of providing above-average IT support is the efficient recording of issues and bugs that end users are experiencing with the hardware and software they are using. IT support companies, therefore, need to ensure that the helpdesk agent, engineers, and managers can keep track of the issues through to their complete resolution. A good tracking system will keep the end-user up to date on the status of the problem.

Monitoring and analytics

An efficient IT support helpdesk should include analytics on the service provider side, enabling IT managers to gain insight into common issues and fixes for end users of IT systems. This valuable data can be used to help make the handling of future support tickets more efficient and satisfactory for the end-user.

A customer feedback feature

IT support companies need to learn from their mistakes and successes, so customer feedback is essential to this process. A good IT help desk should allow end-users to provide the support team with details of how they feel their issue has been dealt with, once the ticket has been closed.

Interested in a review of IT support for your business?

At help4IT, we have been providing exceptional help desk support to our clients since our inception in 2005. It is the foundation stone of our support packages. If you’d like a review of your IT systems, please contact us today.

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