I've been tasked with developing a process for a help desk to follow when
dealing with spyware/malware. Detailing remediation instructions is easy.
The biggest challenge I see is the need to illustrate procedures for
identifiying the problem as spyware to begin with. I'm suspicious of a
number of new "spyware" issues and that this is becoming a techinical support
bit bucket. Here's what I have to help them identify spyware:
- Your computer slows down or "hangs" for no apparent reason
- Your home page changes for no apparent reason
- You experience slow network or Internet performance when other people are
working fine
- When you type an address in your browser (such as www.google.com) you are
directed to a different search site
- New toolbars appear within your browser
- New Icons appear on your desktop
- You have an increasing number of "pop-up" ads - especially on sites where
you know no pop-up ads are generated (such as google or emory.edu)
- You receive pop-up ads even when you are not surfing the internet
Any thoughts, I'm particularly looking for those of you who've worked/are
working for a help desk/call center now and what you've experienced.
Thanks,
B