Service B: Incident one

Monday 2pm. You are the service manager

You return from lunch to find the deputy manager is on the phone to BT. She looks worried. She tells you that someone has been trying to hack into the service's internet connection and BT are fixing it for her now.

• She was alerted to this by a call from BT.
• The caller asked to connect to her laptop to fix the issue.
• They are also connected to the desktop PC.