Support

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Communication is crucial to the IT support and service desk to enhance the attainment of an organization’s objective. Effective communication is not just concerned with being nice even though it aids especially when it comes to the service desk when communicating with irate users during the moments of the service outage. Failure to communicate effectively can ruin the good plans and result in wastage and inefficiency by delivery of poor services, out of control costs, and disruptions of agreements (Tseki n.p).
The first issue that a speaker can present concerns language. Language is a fundamental factor required to be addressed to IT support. The end-users expect that the communication at the service desk should be in their native language thus achieving this demand is crucial to the success of the modern-day service desk. Since IT is becoming ever more significant in the businesses and the more customer experiences penetrate its way into the internal IT support operations, there is the need to overcome the language barriers which must be addressed and given priority in the service desk industry. Therefore, provision of a multilingual platform possessing an omnichannel service will be a significant enabler to harness an effective transfer of knowledge and information to allow organizations to be agile digitally.
The second issue that the speaker can present concerns collaboration. The IT service management requires collaboration, coordination, and cooperation.

Collaboration dictates that there must be strong relationships that are built on trust and mutual understanding across the functional areas. Therefore, for the service desk, it means that that the internal IT teams and communication channels to the users must be as open as possible. At time listeners cause a distraction by asking the question or at a time disagree with the speaker. As such communication must not only be open in scenarios when a query is raised at the service desk voice, but the service desk should have an open engagement with all the groups frequently through proactively checking on the customer satisfaction and ensuring the workarounds which enhance efficiency are monitored.
Work Cited
Tseki, Tom. “5 Approaches to Eliminating Language Barriers in IT Service Desks.” ITSM.tools, 26 Feb. 2018, Web. Accessed 15 October 2018.