TY  - BOOK
AU  - Czegel 
TI  - Help desk practitioner's handbook 
SN  - 0471319929
U1  - 004.068821 CZE 1999 
PY  - 1999///
CY  - New York
PB  - John Wiley & Sons
KW  - Computer industry
KW  - Customer services
KW  - Management
KW  - Electronic office machine industry
N1  - Includes bibliographical references and index
ER  -