It takes practice and experience to describe something, be it a problem, a situation or even a photo. I would say that describing something or someone is an art; don’t believe me, read on and take the practices set below.
To help your Service Desk team practice their description skills, have a series of practice sessions where everyone can participate in a photo/picture description activity. After a while you will notice that your team will be able to describe incidents or problems better to 2nd level support.
To start off the training series, all you need to do is give everyone the same photo and get them to describe the photo as detailed and accurate as they can. Everyone gets a 2 minute time limit. Spread out the practice sessions; having hold one photo per session and maybe two sessions in a week.
Start of with a “busy” picture. A busy picture is full of subject and therefore easy for your team members to describe as there are plenty to write about. After a couple of easy pictures, slowly move them to less busy picture and practice until you are giving out a single subject. A single subject is monotonous, making it difficult for your team members to describe them.
By the way, the above image is that of a Platan leaf and not Maple. If you have assumed it is a Maple leaf and described it as that, you would have been wrong. The same is applicable if you are describing your customer’s problems; you could make a wrong assumption.