Sasha Pereira, VP of Infrastructure and CISO at WASH, discusses the value of entry-level cybersecurity skills gained from working at the help desk. Topics include the overlooked nature of help desk experience, the ideal path to break into cybersecurity, and the importance of empathy and understanding business operations in the field.
Help desk workers possess valuable entry-level cybersecurity skills often overlooked for recruitment.
Frontline perspectives from help desk employees aid in streamlining security procedures and enhancing user experiences.
Deep dives
Unlocking Cybersecurity Talent in Help Desk Roles
Help desk workers possess entry-level skills crucial for cybersecurity, such as understanding IT infrastructure and aiding various departments. Despite their valuable skill set, they are often overlooked for cybersecurity roles. Leveraging the diverse skills of help desk employees presents a goldmine for cybersecurity recruitment.
Help Desk as a Crucial Cybersecurity Resource
Help desk employees offer a frontline perspective on security processes within organizations and can identify where these processes may cause friction. Their insights into security user experiences can assist CISOs in streamlining security procedures and making security more user-friendly for employees.
The Role of Empathy and Customer Service in Cybersecurity
Empathy and customer service skills are essential for successful cybersecurity approaches, especially when communicating with users facing security challenges. Help desk experience cultivates customer service mentality, enabling security professionals to create solutions that benefit all users while fostering a culture of understanding and support within the organization.
Is working the help desk a great place to get entry level cyber security skills?
So why is it so often overlooked or even looked down upon?
What kind of experience do you need?
What is the ideal path to break into the cybersecurity industry?
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