TY  - BOOK
AU  - Bruton, Noel
TI  - How to manage the IT helpdesk: a guide for user support and call centre managers.-- 5th ed
T2  - Computer weekly professional series
SN  - 0750649011
AV  - HC 79.I55 BRU 
PY  - 2002///
CY  - Oxford
PB  - Butterworth-Heinemann
KW  - INFORMATION
KW  - INFORMATION TECHNOLOGY
ER  -