Knapp, Donna. <br/><br/>
A guide to help desk concepts / 
Donna Knapp. 
 - Second edition. 
 - 351 pages ;  24 cm 
<br/><br/> Previous ed.: 1999. 
<br/><br/><label>ISBN: </label>0619159464 9780619159467 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer technical support.<br/>Computer service industry.
<br/><br/><label>Dewey Class. No.: </label>22