Malware
Software designed to disrupt or damage systems
Malicious software
A deliberate attempt to disrupt or access systems without authorisation
Cyberattack
Software that detects and removes malicious software.
Antivirus
A unique number assigned to each helpdesk ticket for identification and tracking.
Ticket ID
A wireless network connection that allows devices to connect to the Internet.
Wi-Fi
Malware that replicates itself and spreads, often damaging files
Virus
Unauthorised access or disclosure of sensitive information
Data breach
A security system that monitors and controls network traffic.
Firewall
A brief description of the issue reported in a helpdesk ticket.
Problem summary
When a program or application stops responding and cannot be used.
Frozen
Malware disguised as legitimate software but causes harm when executed
Trojan horse
Fraudulent attempts to acquire sensitive information via deceptive means
Phishing
A copy of data stored separately for recovery in case of a system failure.
Backup
The level of urgency assigned to a problem (High, Medium, Low).
Priority
A problem where a user cannot access an account due to incorrect login details.
Login error
Malware that locks files or systems and demands payment for access
Ransomware
Deceptive email used to trick the recipient into revealing sensitive information.
Phishing email
The process of securing data by converting it into code.
Encryption
The current state of a helpdesk ticket (Open, Waiting, In progress, Resolved).
Status
A password provided to the user for a limited time, usually to regain account access.
Temporary password
Software that secretly monitors and collects data from a user's device
Spyware
An email that appears fraudulent or dangerous, often with malicious links.
Suspicious email
A system infiltrated or attacked by unauthorised users or malware.
Compromised system
A record of a reported problem, used for tracking and resolving issues.
Helpdesk ticket
A question asked to verify a user's identity during account recovery.
Security question