The IT service desk stands at the frontline of an organization’s cybersecurity defense, facing unprecedented challenges in today’s threat landscape. With vulnerability publications surging 18% year-over-year and 133 new vulnerabilities reported daily in 2025, service desk teams must navigate an increasingly complex security environment.
As cyber threats multiply, service desks must become the first line of defense against an avalanche of daily vulnerabilities
The CVE database now exceeds 240,000 entries, with more than half of 2024’s vulnerabilities rated high or critical severity.
Service desks have become prime targets for cybercriminals due to their privileged access to systems and data. The statistics are alarming: 95% of data breaches involve human error, making service desk personnel particularly vulnerable.
Attackers increasingly exploit this human element through sophisticated phishing campaigns, which serve as the initial vector in 16% of breaches. Organizations now face weekly or daily phishing attempts, with 74% involving targeted spear phishing tactics.
Credential theft has emerged as the leading cause of identity-related breaches globally. When attackers compromise service desk credentials, they gain a foothold that allows lateral movement throughout the network.
This explains why 35% of cloud security incidents stem from valid account abuse. The economic consequences are severe, with global cybercrime damages projected to reach $10.5 trillion annually by 2025.
Organizations must recognize the critical role service desks play in their security posture. With security breaches up 75% year-over-year in 2024 and the average data breach costing $4.88 million, protecting this gateway is essential. Vulnerability exploits have become a major concern, now accounting for 20% of breaches and representing a 34% increase compared to previous years.
Yet only 31% of UK businesses test their incident response plans, highlighting a dangerous preparedness gap.
Effective protection requires a multi-layered approach:
- Implement robust authentication protocols beyond passwords
- Provide continuous security awareness training
- Develop clear incident response procedures
- Regularly test security controls and response capabilities
- Monitor for unusual access patterns or privilege escalation
As cyber fatigue affects 46% of organizations in 2025, maintaining vigilance at the service desk level becomes increasingly challenging but absolutely necessary.
When training IT service desk staff, it’s critical to address social engineering tactics, as 98% of cyberattacks involve some form of social manipulation aimed at exploiting human trust.
Many organizations are turning to IT outsourcing as a solution to enhance their security posture while gaining access to specialized expertise in emerging cybersecurity technologies.
