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 collaborati…