TY  - BOOK
AU  - Bruton,Noel
AU  - Bruton,Noel
TI  - How to manage the IT helpdesk: a guide for user support and call centre managers 
SN  - 0750649011
U1  - 004.0688 21
PY  - 2002///
CY  - Oxford, Boston
PB  - Butterworth-Heinemann
KW  - Information technology
KW  - Management
KW  - Customer services
N1  - Previous edition published as: Effective user support. London : McGraw-Hill, 1995. First published as "How to manage the IT helpdesk" in 1997
ER  -