From the course: IT Service Desk Careers and Certifications
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Communication
From the course: IT Service Desk Careers and Certifications
Communication
- [Narrator] As mentioned earlier the IT service desk is the main point of contact for all end users within the business, both for incoming and outgoing communications relating to IT issues. The IT service desk is the face of the IT department. It is the place all end users should use for their requests or incidents whether that communication comes via phone, email, or instant messaging. When it comes to outgoing communication to the business regarding IT policies or outages, planned or otherwise, these come from the IT service desk. It ensures continuity. It assures any queries or questions from those communications are logged and dealt with accordingly. As an IT service desk engineer, you need to be able to ask questions and gather the right information from end users when they contact the IT service desk. And also know what information to share with end users to help resolve their queries or alleviate their fears…
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