Gartner Research

Top Five Soft Skills for Service Desk Analysts

Published: 14 October 2011

ID: G00224982

Analyst(s): Jeffrey Brooks


A skilled IT service desk analyst requires a variety of technical and soft skills. Here, we describe the top five soft skills an analyst should possess.

Table Of Contents
  • Overview


  • What Is a Soft Skill?
  • Which Soft Skills Are Important?
    • Listening
    • Communication
    • Empathy
    • Critical Thinking
    • Attitude
  • Bottom Line

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