Everything that has been described so far is based on what a job on a service desk involves, how it should be approached and the qualifications and qualities that are needed in order to perform well in that environment. This has introduced a diverse range of topics ranging from tools and processes through to skills, interview questions and personal qualities, which have never before been drawn together in this form. But what should be of interest to you would be to learn about how some real-life service desk managers found the role they worked in and how they responded to the various challenges and opportunities they faced. I asked two people to provide their perspectives on the job of a service desk manager ...

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