Cybersecurity is now seen as a central function of the
modern IT Service Desk. This article examines two case studies
of Helpdesk or Service Desk operations in different technology
eras, and highlights the recent emergence of Cybersecurity as a
critical area of Service Desk responsibilities. The article profiles
the Helpdesk operations at Glaxo Pharmaceuticals in the late
1980s and the Service Desk functions at the University of
Gloucestershire in 2019. Comparative analysis shows that whilst
the range of technologies requiring support has increased
markedly, this has been counter-balanced somewhat by the
emergence of standards and dominant products in many
technology categories. Cybersecurity, however, has emerged as
a key concern that permeates all fields of Service Desk support.
It also finds that the role of the end-user has evolved
significantly in a rapidly changing technology landscape