Dealing with conflicts between IT support and end-users. Are you prepared to defuse the tension effectively?

IT support is a noble job. You are paid to help others. The best accolade of this job is “Thank you” + a smiling End User. Focus on a problem and understand that someone one the other side is calling you ( IT support ) with an expectation. Sometimes you end up providing a solution and sometimes not. Important element is to communicate while the problem is worked upon and provide the next step if not being solved.

PSA to all helpdesk folks: without end-users you don't have a job. Put yourself in their shoes next time they call in and be incredibly generous in your language. Being nice has never been a bad plan of action.

To effectively defuse tension between IT support and end-users, start by recognizing and understanding the root cause of the conflict. Identify the underlying issues by actively listening to both parties, ensuring that you validate their feelings and clarify any misunderstandings. This helps in addressing the problem more effectively. Maintain open and patient communication, as it's crucial for resolving conflicts. Avoid becoming defensive or argumentative; instead, focus on solving the user's problem calmly. Acknowledge frustrations and provide clear feedback to both sides, which fosters trust and paves the way for continual improvement and effective problem-solving.

For you to defuse the tension effectively while dealing with conflict between IT support and the end users, then you need to recognize and understand the issue between them. When a conflict occurs, the first thing to do is to identify the underlying cause. By doing this, it will be easy to address the issue. Before you can successfully address issues then you need to listen actively to both side, validate their feelings and clarify the misunderstanding. For continual improvement, you need to improvise feedback. Incase there's a slack in understanding each other.

Don’t outsource it. It is the primary interface with the broader business. For me it’s frontline and should stay so. Problem management not issue management. Have good metrics and reporting about what is driving service desk calls on a more systemic basis. Develop and deliver plans that address root causes and report them transparently to the key stakeholders and committees. Focused effort on the repeat offenders of issues is the differentiator between reactive and proactive service delivery success in the long term And hire great “people” people! Communicate and expectations management being most key. As a COO the most feedback I get from the business is when the right people deal well in resolving an issue. And the opposite also true!

I have found it helps when communicating to repeat the problem that you’re hearing from the end user a few times to ensure you have it correct. Usually the 2nd and 3rd time of repeating the problem back there is usually more information attached that was not mentioned in the onset of the problem. Once I stop hearing new information I know I have the totality of the issue in most cases.

I agree with showing empathy towards the end user. Understand in most cases they feel their data could be lost, risking their job. They are also feeling pressure from lost working hours. It’s better to stay calm and reassure them that you are there to help. Normally the response feeds the fears. If you’re responding stressed and frustrated, the end user will mirror that response.

To resolve IT issues, clear communication is key. Break down technical details into simple terms for end-users, outline the steps being taken, and set realistic timeframes. Being transparent builds trust and helps manage expectations. Encourage IT support to stay calm and empathetic, as a patient approach can defuse tension and foster a smoother resolution.

Effective communication is the process of conveying information, ideas, and messages in a clear, concise, and unambiguous manner, ensuring that the intended recipient accurately understands the intended meaning. Key elements of effective communication include: 1. Clarity: Clearly articulate your message, avoiding ambiguity and confusion. 2. Conciseness: Keep your message brief and to the point. 3. Active listening: Pay attention to the recipient's feedback and respond accordingly. 4. Empathy: Understand the recipient's perspective and show understanding. 5. Non-verbal communication Effective communication is crucial in personal and professional settings, fostering strong relationships, resolving conflicts, and achieving goals.

In my experience, communications are the key of information transfer. Even though we complete the task perfect, its not that perfect if we cannot present or communicate the progress well

Patience is important. When you are in a team the main task is to reach to the goal and obtain the objective. Pity issues and minor confusions could create a hurdle. It is predominantly important to keep yourself calm and cool while dealing with team. I understand we need to be assertive to get the work done but it is equally important to listen people, understand their perspective before reaching out to conclusion.

Have patience for understand well what user need and know How do you can share with them the best way for solve the problem it's can make your comunication to be more efectivy and achieve more satisfaction of the end users.

Patience is crucial in IT support. Recognize that users might not grasp technical details, which can lead to misunderstandings. IT professionals should approach each issue calmly and with fresh eyes to prevent conflicts from escalating. By staying patient and listening carefully, you can better understand the user’s needs and ensure a smoother resolution.

La paciencia y tranquilidad del soporte tecnico, da confianza al usuario. creo que si bien un tecnico se debe enfocar en el problema, esta bueno hablar con el usuario, charlar, ganarse su confianza y que el mismo no se desespere. Explicar tambien que herramientas tenemos y que podemos hacer. por ejemplo no podemos instalar un software con licencia paga sin autorización, no podemos reemplazar una memoria, si no tenemos el repuesto.

Patience is a virtue in ANYTHING people facing, not just IT, but there are folks who are very technical and have knowledge other don't, the best IT people can dumb it down for non technical users like myself and work to solve the greater business issues proactively. I recommend to both sides, always keep it realistic, never over sell or under delivery whenever possible and all sides will be happy

Problem-solving skills are important, but you must have the proper relationships to escalate issues that are clearly out of your depth. There's no need to be a hero, and you must communicate that to your end-user. This makes honest discussion of timelines and resolution critical.

Sometimes it takes time to get to the 'real' problem. The user feels IT is not listening. The user wants the issue resolved. But, is the user following the correct procedure? If a 'ticket' must be opened, help the user create the ticket. (Even as an IT Professional, organizational ticketing systems are daunting - one had over 3,000 different teams to which a ticket 'could' be sent. Which one is the correct one?). Instead introduce them to someone IN the correct department to make the handoff. Just the fact someone is listening (and helping) even if it is you instead of the 'correct' person helps diffuse a frustrating experience. For more, check out my postings (on LinkedIn) on tips for providing technical support.

IT support needs sharp problem-solving skills to address issues swiftly, but these skills should also include diplomacy. Train support staff to handle tense situations calmly, focusing solely on solving the problem rather than personal conflicts. Keeping conversations solution-focused helps avoid unnecessary confrontations and keeps everyone aligned with the goal.

Once you find a solution, it's important to follow-up and make sure the end-user is satisfied with the resolution. It's also important to not be a pest. Try once, and then let the user know that if you don't hear back you're happy to close their issue without further discussion. it's a win-win!

Após resolver um incidente ou atender a uma solicita??o, a valida??o com o usuário é a chave para o sucesso. Em meus atendimentos, eu gosto de esclarecer com o usuário que o chamado será finalizado e, caso necessário, ele pode retornar o contato. Desta forma, consigo sentir a satisfa??o do cliente, pois se o sentimento dele for de uma insatisfa??o, ele n?o permitirá a finaliza??o do chamado. Assim, eu consigo questionar o n?o de acordo e esclarecer os pontos até que ele compreenda e avaliem a solu??o como satisfatória. Uma pesquisa de satisfa??o é direcionada para o cliente, em caso de insatisfa??o o time de Backoffice retorna o contato para compreens?o e tratativa do caso.

The secret sauce to every high-performer I know is the art of the follow-up. Think about every time a service provider follows up with you after a service is rendered. It's always pleasing to me to know I'm still on someone's radar. It's a magical tool.

El feedback es importante, pero no siempre los usuarios lo responden. una vez que tienen el problema solucionado ya esta. dan por finalizado el tema.

Verifica??o: Após resolver o problema, verifique se o usuário está satisfeito. Feedback: Pe?a feedback sobre o processo de resolu??o e use-o para melhorar os servi?os.

Continuous Training is Essential! Train to be an 1. Active Listening: Pay attention to their concerns and ask clarifying questions. Train to be: 2. Empathy: Understand their perspective and show empathy. Train to be: 3. Clear Language: Avoid jargon and use simple, concise explanations. Train to be 4. Feedback Loop: Regularly seek feedback to improve your support process. Remember, positive interaction build trust and satisfaction!

La tecnología evoluciona rápidamente, por lo que los técnicos de soporte deben mantenerse actualizados con capacitaciones y cursos relevantes. Esto les permite no solo resolver problemas actuales de manera más efectiva, sino también anticiparse a posibles problemas y mejorar continuamente su servicio. Uno de los cursos que recomiendo es ITIL

Investing in continuous training for IT support staff, covering both technical skills and customer service, can significantly reduce conflicts with end-users. This approach not only helps in resolving issues effectively but also builds trust and cooperation between IT professionals and end-users.

I recently had an issue with a telecommunications company. It was a billing issue. It took me 2 hours to resolve because they kept hanging up on me. The underlying root cause was that "the system" wouldn't allow the team to help me, and nobody was able to escalate my request to someone that "the system" would allow to process a credit to my account. Information Systems (capital S) are a combination of people, processes and technology. When "the system" doesn't work, we blame technology barriers but forget that the people and processes themselves haven't been properly integrated into how problems are handled. It's not about automating processes with human robots; it's about letting people make judgement calls when automation fails.

Lo principal, es definir las expectativas del servicio. Es decir el usuario se le debe de capacitar para saber exactamente qué es lo que va a recibir como servicio, en referente al alcance, horarios, procedimientos de atención, instancias de escalamiento, etc. Una capacitación constante, no solo en el manejo de las herramientas tecnológicas, sino en como solicitar el apoyo a TI, asegurara un relación fluida y fructífera que pueda mejorar la productividad de los usuarios.

When conflicts arise between IT support and end users, it is necessary to act proactively. One approach to establish clear communication channels and guidelines for issue resolution,emphasizing mutual respect and understanding. Providing comprehensive training and resources for end users can help prevent common misunderstandings and frustration. Encouraging open dialogue, active listening, and prompt response to user concerns can also facilitate quicker resolution of conflicts before they escalate. By encouraging a supportive and collaborative environment, both IT support and end users can work together and address issues to enhance the overall user experience.

Es esencial mantener una actitud profesional y centrada en la resolución de problemas. Mantener la transparencia, la honestidad y la disponibilidad para mejorar constantemente el servicio son aspectos clave para manejar conflictos de manera efectiva.

We should accept that IT support team either front desk team(call centre or Store Support)or technical L1 team only follow the SOP based guidelines to answer queries to customers. In this case IT support only handles the SOP based queries and something out of scope (like recent Microsoft cloudstrik outage) will definitely not handle by them. To avoid situations, the application or system owner first should find out workaround instead of permanent fix of issue and should prepare SOPs for it and try to convey the same to end user via many channels. If there is no workaround then keep and give constant updates to business owners with as much as data points you can provide & parallel work on work around and permanent fix.