How to manage the IT helpdesk : a guide for user support and call centre managers 
Bruton, Noel. 
 - Second edition. 
 -  Butterworth-Heinemann.  2002 
 - xxiv, 347 pages. 
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<br/><br/><label>ISBN: </label>0-7506-4901-1 
<br/><br/><label>Dewey Class. No.: </label>GS 658.4038 B83h 2002