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.
