There was a time when all a Help Desk, or IT department as a whole, really had to worry about was Viruses that would bring the infrastructure down. With all manner of widgets being installed, a good tech could almost tell what was wrong just by hearing the symptoms. Even with a shift from a virus-dominated fight to a more sinister all-encompassing malware war, it was often easy to figure out what was wrong early enough to prevent widespread replication. A lot of that was because of a host of helpful tools, often free, that really helped keep computers disease free.
Sadly, even completely fixing that second issue wouldn't solve the problem. That's because between security breaches that result in successful acquisition of user names and passwords (we still remember you Sony), and social media being nothing less than a hacker's paradise, it might almost be easier if you just contacted groups that wanted information and sold it to them directly - that's sarcasm for the uninitiated.
The article is a great read, and should have some helpful tips for keeping your own teams / customers aware of the increase threat of spear fishing. This got us thinking though, how can a Help Desk truly work to stop a hacker?
Your customers / users are your frontline defense. In the Linked In spear phishing article, it was a quick thinking employee that really brought the whole scheme down. Creating forms that allow anyone submitting an incident to indicate it is security, and perhaps phishing related can go a long way.
Customized forms will only go so far, you need to make sure real threats get routed immediately. That might even be a 100% review policy of anything marked for phishing or security issues is reviewed by a special team. It could get abused, but that's not worse than losing true visibility to threats that might be posed against your organization.
Knowledge Base (KB) Articles
Educating customers on how to spot a phishing email, perhaps even examples of some that might have made it through is just as important as instructions on how to change a password. Make information readily and easily available to everyone - a core feature of any Service Catalog.
Is there a recent rise in threats, or do you have reports of a certain suspicious type of email? There may not be, but even reposting content from your KB is a great use of any communication tool. Emails are good, but they are easily lost in the daily shuffle. The best method would be to use options included with your Service Catalog. This works best because customers / users will be accessing that most frequently.