TY  - BOOK
AU  - Sanderson, M. Susan
TI  - Introduction to help desk concepts and skills [+CD]
SN  - 007821677X
U1  -  004.0688 
PY  - 2004///
CY  - New York,USA
PB  - McGraw-Hill Technology Eduction
KW  - Computer industry-Customer sevices-Management
ER  -