Knapp, Donna <br/><br/>
A guide to help desk concepts/ 
Donna Knapp 
 - 2nd ed. 
 - Boston :   Thompson Course Technology,   2003. 
 - xvi, 351p. :   ill. 
<br/><br/>Includes index 
<br/><br/><label>ISBN: </label>0619159464 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations
<br/><br/><label>LC Class. No.: </label>HF 5415.5 KNA 2003