content: For class I need to interview a Help Desk Professional, is there one here that can answer a few questions? In my Help Desk Concepts class, I'm supposed to interview a help desk professional, and I figured I could turn to the internet for some quality resources.  I do need to make the report at least three pages though, so very detailed answers or multiple people to answer would be greatly appreciated.  Anyway, here's the list of questions.  Any contribution is welcomed. Can you describe the organization's help desk procedures?	 Can you specify small business and large business software?	 Can you address call monitoring, prioritizing, and communication regarding the different software packages?	 Can you provide information regarding specific tools used at your help desk (tracking software, remote control access, project management)? Can you provide strengths and weaknesses of your help desk function?	 Can you provide information regarding upcoming trends for your help desk operation? Can you provide information regarding statistical data and how that data is used (reporting tools)?	 Can you provide how your organization evaluates products? Can you provide how your organization communicates to computer users regarding the Information Technology function? EDIT: Thank you guys for answering all my questions. I got 100% on my paper and I’ve gained some valuable insight into the Help Desk ecosystem.