Home » Certification Exams Questions » ITIL v4: Which is the most important skill required by service desk staff?

ANSWER

  • Incident analysis skills
  • Technical skills
  • Problem resolution skills
  • Supplier management skills

ANSWER

Incident analysis skills

EXPLANATION

Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.

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