At the Service desk, one of the most common traps we fall into is assumption – assuming what the issue is, assuming what the user meant, assuming what they tried already. This often comes from a good place, the desk wants to resolve something quickly. 

Why assumption happens

Support teams speak to a wide range of people every day, one minute it might be a power user who understands the tools deeply. The next, someone with minimal technical knowledge. Being an internal Service Desk might also mean you have a good rapport with the person. 

It’s easy to let to fill in the blanks.

But here’s the problem: when we assume, we risk skipping critical steps.

Assumption Causes Delays

It might feel faster to jump ahead to a solution, but if the issue has been misjudged then you’ll often circle back to the beginning. This not only wastes time but it can frustrate the person we’re trying to help. 

Build a picture instead

Every incident, even the ones that seem familiar, deserves a brief pause for discovery. Ask open-ended questions. Clarify what’s actually happening. Let the user speak, and listen without bias. Often, just a few more moments of good questioning will reveal valuable context — whether it’s a pattern pointing to a problem, or a simple misunderstanding.

You’re not just solving an issue — you’re building a picture of what’s really going on.

From Assumption to Investigation

Here are a few ways to reduce assumption and improve incident handling:

• Don’t shortcut ticket notes: Proper documentation helps build understanding across shifts and teams.
• Repeat back for clarity: “Just so I understand, you said…” can uncover mismatches early.
• Avoid jargon unless the user uses it first. Speak at their level, not yours.
• Train curiosity: Make questioning a cultural habit, not a checklist.

Final Thoughts

The Service Desk might feel like their assumptions is gaining them speed, but it often leads to slowdowns. Instead, focus on investigation over instinct. By taking the time to truly understand each issue and each person we can improve resolution, relationships, and results.

The Service Desk isn’t just a support line. It’s a bridge between people and solutions. Let’s make sure that bridge is built on clarity, not assumption.