Service Desk Skills

Due to the role played by the Service Desk, staff members need to have (or have the ability to develop):
* Communication Skills
* Technical Skills
* Business Understanding.

The most important of these three is communication skills, as the primary role of the Service Desk is to provide a Single Point of Contact between the end-users and the IT organization. Because of this, they will need to be able to deal effectively with a wide range of people and situations.