Building Cyber Resilience with Strengthened Security Awareness and Incident Response

The relationship between NG-IT and The Cyber Helpline began in August 2026, when NG-IT approached the charity through its website. As a UK-based IT service provider specialising in cyber security and solution design, NG-IT was looking for opportunities to use its expertise as part of its social value strategy, offering support including cyber awareness, system reviews and secure digital infrastructure.

Initial conversations identified two particular areas where NG-IT could add value: security awareness training and incident response preparedness.

While The Cyber Helpline is itself a cyber-focused charity with considerable expertise across its staff and volunteer community, the charity wanted to strengthen its approach to organisation-wide security awareness training. Previous approaches required significant internal administration and provided limited visibility of how people responded to real-world threats such as phishing.

Incident response was also identified as an area where The Cyber Helpline wanted to further strengthen its resilience. While the organisation has significant cyber expertise internally, it wanted to complement this with a more structured route to specialist external incident response support, ensuring it could mobilise additional expertise quickly and effectively in the event of a serious cyber incident.

Through its relationship with Arctic Wolf, NG-IT identified two solutions that could address these priorities: Arctic Wolf Managed Security Awareness (MSA) and Arctic Wolf Incident Response JumpStart. NG-IT facilitated the introduction to Arctic Wolf and access to the two solutions, beginning a detailed onboarding process to ensure the solutions worked for The Cyber Helpline’s particular needs.

The Cyber Helpline is a UK charity established in 2017 to ensure that no one has to face cybercrime alone.

The charity provides free, expert help to people affected by cybercrime and online harm, combining technology with a community of skilled cyber security volunteers and specialist teams. Since its launch, The Cyber Helpline has directly supported more than 100,000 people, while its online self-help resources have been used by more than 2 million people.

Today, more than 150 volunteers contribute their expertise to the charity alongside its staff team. This creates an unusual operating environment: The Cyber Helpline has considerable cyber expertise within its community, but also needs to manage access to systems and sensitive information across a large and diverse distributed workforce.

Cyber resilience is therefore particularly important. People approach The Cyber Helpline at some of the most difficult points in their lives and entrust the organisation with sensitive information about the cybercrime and online harm they are experiencing. Protecting that information and ensuring the organisation can continue operating securely is fundamental to maintaining that trust.

NG-IT connected The Cyber Helpline with Arctic Wolf and enabled access to two complementary services: Managed Security Awareness and Incident Response JumpStart.

Managed Security Awareness

The Cyber Helpline needed a solution that would:

• Deliver regular, scalable security awareness training across a growing workforce of staff and more than 150 volunteers, without creating a significant administrative burden.
• Test awareness in practice, particularly through realistic phishing simulations, rather than relying solely on passive training.
• Provide visibility and measurable insight into participation, security behaviours and areas requiring additional support or training.

Arctic Wolf Managed Security Awareness provides ongoing, bite-sized cyber security training through short videos and quizzes covering everyday workplace security risks.

The platform also runs phishing simulations, allowing The Cyber Helpline to understand not simply whether people have completed training, but how they respond when presented with a realistic threat. Where somebody interacts with a simulated phishing email, for example by clicking a suspicious link or attempting to download a file, they are automatically directed to short remedial training explaining the warning signs to look for in future.

The administrative dashboard gives The Cyber Helpline visibility of training completion and phishing simulation results and brings the data together through Arctic Wolf’s Secure Culture Score.

The solution is being rolled out on a risk-based basis. Following an initial implementation with the Executive Team, it was extended to helpline responders, who have access to some of the organisation’s most sensitive data through its case management systems.

The programme is also straightforward to administer. New users can be added through an existing Google Group, with Arctic Wolf automatically enrolling them into the programme at the appropriate starting point.

At the time of this case study, The Cyber Helpline has achieved a Secure Culture Score rated “Strong”.

Incident Response JumpStart

The Cyber Helpline needed a solution that would:

• Strengthen existing incident response capability with a clear route to specialist external expertise in the event of a serious cyber incident.
• Improve incident readiness by capturing critical information in advance, including systems, data and key contacts.
• Enable rapid access to additional specialist capacity through an established relationship, priority access and preferential response rates.

The Cyber Helpline already had significant cyber expertise within its team, but recognised the value of complementing its internal capability with access to dedicated external incident response specialists. Arctic Wolf Incident Response JumpStart has strengthened this capability by providing a more structured framework for incident readiness and a pre-established route to additional expert support when required.

As part of the preparation process, The Cyber Helpline records key information about its systems, data and responsible contacts within the Arctic Wolf platform. Should an incident occur, Arctic Wolf’s specialist team can therefore access much of the information needed to begin supporting the response quickly and efficiently.

The organisation also benefits from priority access to Arctic Wolf’s incident response capability and preferential rates should additional specialist support be required. This provides an additional layer of resilience and assurance alongside The Cyber Helpline’s existing internal expertise.

The onboarding process was collaborative and straightforward.

Following NG-IT’s introduction, The Cyber Helpline held a series of discovery and implementation calls with Arctic Wolf to explore its requirements and understand how the two services could best be configured. This included several hours of direct support from Arctic Wolf to ensure the solutions were configured effectively for The Cyber Helpline.

Once access to the platforms was established, the two products were implemented as separate workstreams.

The Managed Security Awareness platform was particularly straightforward to configure and has been progressively rolled out on a risk-based basis, prioritising roles with access to sensitive systems and data. Arctic Wolf’s team has remained available throughout the process, with technical queries typically receiving a rapid response.

For The Cyber Helpline, this support has been important. The charity has previously received donated technology where access to a product was provided with relatively little implementation support. In this case, the organisation has felt treated in the same way as a paying customer, with time invested in ensuring it can make effective use of the technology.