Kristi Evans, W. Teresa Jones. Building an IT help desk: from zero to hero. In Cynthia A. Murnan, Kelly Wainwright, Chris Jones, editors, Proceedings of the 33rd Annual ACM SIGUCCS Conference on User Services 2005, Monterey, CA, USA, November 6-9, 2005. pages 68-74, ACM, 2005. [doi]
Abstract is missing.