Typically for data center outsourcing company

Like IBM, EDS, CSC, etc. They manage data centers for their clients and their IT service coordinators will handle problems from their clients when there are network, application, e-mail problems, etc.

They should train you the tools you listed, but it's good for you to have an idea.

The following link will give you some idea about the work. Good luck.

 http://www.itsmcommunity.org/downloads/Sample_Process_Guide_-_Problem_Management.pdf