TY  - BOOK
AU  - Knapp,Donna
TI  - A guide to help desk concepts
SN  - 0619159464
AV  - HF5415.5.K5 2003 
PY  - 2003///
CY  - Boston,MA
PB  - Thomson
KW  - Customer services
KW  - Help desk services
KW  - Customer relations
N1  - Includes glossary and index
ER  -