ITIL 4 Foundation — Question 119

What is required by all service desk staff?

Answer options

• A. Excellent technical knowledge
• B. Root cause analysis skills
• C. Demonstration of emotional intelligence
• D. Knowledge of telephony technology

Correct answer: C

Explanation

Emotional intelligence is crucial for service desk staff as it helps them manage customer interactions effectively and empathize with users' issues. While technical knowledge, root cause analysis skills, and knowledge of telephony technology are valuable, they are not universally required for all service desk roles. Emotional intelligence enables better communication and problem resolution.