In this part you will learn about the key skills any support professional needs to know. The importance is explained along with some theoretic information and a few fun exercises to improve each skill. The skills described here are communication, analyzing, and prioritizing. Communications skills are needed to understand the user's language and to be able to effectively explain what is not understood by the user. Analyzing skills are needed to find the cause of an incident and to find a resolution for that cause, it helps to makes sure that you can truly resolve incidents. Prioritizing helps a support engineer deal with the large amount of tasks to handle on a daily basis; this is a key skill that proves to be very hard for many support engineers.