How to Manage the I.T. Helpdesk

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• Running an Effective Help Desk; Barbara Czegel
• Microsoft Sourcebook for the Help Desk/Includes Book and Cd-Rom : Techniques and Tools for Support Organization Design and Management; Corporation Microsoft, et al
• The Art of Software Support : Design and Operation of Support Centers and Help Desks; Francoise Tourniaire, Richard Farrell (Contributor)
• Help Desk Practitioner's Handbook; Barbara Czegel

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