Do you think the “IT Help Desk” should be deal with security issues?

The Help Desk are already dealing with a file storage server that has gone down and are dealing are getting frantic calls from users. The legal dept. are going ape s!it (as usual) saying a whole legal case rests on getting this service up ASAP. The sales dept say they are going to miss a government tender deadline if the server is not reinstated soon. Then Mary from the marketing department needs assistance because the “thinks” she opened a suspicious attachment and now her computer, and while still operational, it is “acting weird”. She just wants it looked at. But the help desk are so busy they don’t have time right now. In this scenario, for all the IT Help Desk know, Mary could have just got a nasty piece of credential stealing malware on her system which in the long-term is going to do far more damage. So – in an ideal world – how should a scenario like this be dealt with? Do you think that the IT Help Desk should also be held accountable for IT security issues? Please help I didn’t find the right solution from the internet. References:

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