A bleary eyed Selben took another sip of his coffee nectar of the gods, as he looked through his queue. A substantial number of tickets had been escalated to him with questionable notes. It was obvious that either someone was trying to gain access to their network, or the security team was auditing the helpdesk’s procedures. All tickets were for regular users in the company, but more than normal were unable to answer their security questions. The helpdesk techs had put forth their best efforts to help them, but following procedure, they refused to reset the passwords without proper identification from the users. This caused the tickets to be escalated to Selben for review. He attempted to reach out to each of the users. Getting no response, he flagged several as “potential malicious intent” and sent the information up to the security team, per their defined process. If the security team had decided to launch a test, Selben knew it was better to not notify the helpdesk techs of this as it could make them respond out of the norm.
The hint of stale coffee and old sweat was permeating the office as a series of chimes from each of the techs’ machines acted like surround sound as their email notifications for “urgent” went off. After reading the email and seeing no one budging, Selben looked around. None of them would meet his gaze.
The current office configuration consisted of a circle of inner-connected desks with a jumbotron style set of televisions hung in the center that displayed incoming calls and tech support statistics. There were very few active tickets. Most of the techs were waiting around for incoming calls. Based on the lack of action from his peers, Selben read the email once more to make sure he wasn’t missing something.
> Free donuts in the main staff kitchen. Get them while they’re fresh!