Bruton, Noel. <br/><br/>
How to manage the IT helpdesk :  a guide for user support and call centre managers / 
Noel Bruton. 
 - Second edition. 
 - xxiv, 347 pages. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0-7506-49011