This is the first part of a 4-episode tutorial on Service Desk. In this introduction part, we will discuss what is a Service Desk, what is the difference between various units providing customer service, and what is the importance and impact of the Service Desk in any organization. Following episodes will address setting up the Service Desk, operating the Service Desk, and evaluating and improving the Service Desk. The presentation will be in English with the speaker commentary in Arabic.

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