Home // International Journal On Advances in Intelligent Systems, volume 12, numbers 3 and 4, 2019 // View article

Cybersecurity and the Evolution of the Customer-Centric Service Desk

Authors:
Maryam Rezaeian
Martin Wynn

Keywords: Cybersecurity; Service Desk; Helpdesk; customer-centricity; office systems; personal productivity tools; business systems; end-user computing

Abstract:
Cybersecurity is now seen as a central function of the modern IT Service Desk. This article examines two case studies of Helpdesk or Service Desk operations in different technology eras, and highlights the recent emergence of Cybersecurity as a critical area of Service Desk responsibilities. The article profiles the Helpdesk operations at Glaxo Pharmaceuticals in the late 1980s and the Service Desk functions at the University of Gloucestershire in 2019. Comparative analysis shows that whilst the range of technologies requiring support has increased markedly, this has been counter-balanced somewhat by the emergence of standards and dominant products in many technology categories. Cybersecurity, however, has emerged as a key concern that permeates all fields of Service Desk support. It also finds that the role of the end-user has evolved significantly in a rapidly changing technology landscape.

Pages: 147 to 157

Copyright: Copyright (c) to authors, 2019. Used with permission.

Publication date: December 30, 2019

Published in: journal

ISSN: 1942-2679