TY  - BOOK
AU  - Sanderson,Susan M.
TI  - Introduction to help desk concepts and skills
SN  - 007821677X (pbk.)
U1  - 004.0688 
PY  - 2004///
CY  - Burr Ridge, IL
PB  - McGraw-Hill Technology Education
KW  - Computer technical support
KW  - Computer industry
KW  - Customer services
KW  - Management
N1  - Accompanying CD-ROM contains the MS Access version of HelpSTAR; Includes index; Introduction - 1: Introduction to the help desk - 2: Organization and people - 3: Receiving the incident - 4: Processing and resolving the incident - 5: Computer telephony integration - 6: Web-based support - 7: Performance management - 8: Knowledge management - 9: Asset and security management - 10: Help desk survival guide --  Help desk simulation -- Appendix: Introduction to helpstar
ER  -