TY  - BOOK
AU  - Bruton, Noel
TI  - How to manage the IT help desk: a guide for user support and call center managers 
SN  - 0750649011
U1  - 004.0688 
PY  - 2002///
CY  - Oxford
PB  - Butterworth Heinemann
KW  - Data Processing
KW  - It - Support
ER  -