🎯 OBJECTIVE
To become “all-terrain” technicians capable of supporting anyone, effectively breaking down the language barrier.
📌 WHY IT MATTERS
1. Industry Reality Technology speaks English. In any technical service department (especially in Catalonia or Barcelona), it is highly likely that you will need to assist participants or providers who do not speak Catalan or Spanish. Having a clear protocol allows you to:
- Avoid getting stuck when facing a foreign user.
- Project an image of professionalism and efficiency.
- Ensure that the technical solution remains the same for everyone, regardless of the language.
2. Improving Employability (Our Future) An IT student who knows how to follow an incident protocol in English has significantly better chances of finding work in an international Service Desk. In this challenge, the protocol helps us to:
- Standardize responses: Having set phrases to greet users, ask for patience while checking the network, or confirm a resolution.
- Avoid misunderstandings: In phone support, there is no visual language; words must be precise (for example, knowing how to say “unplug,” “restart,” “bandwidth,” or “troubleshooting”).