In Q1 and Q2 - you are writing it from the perspective of the Customer Service Officer.
In Q3 - you are writing it as an academic essay (third person writing and references to literature required)
Q1 - Case Summary (100 words)
Write out a summary of the case from the angle of the customer support officer to his/her supervisor.
Q2 - Help Desk Operations (200 words)
List any three improvement in operations (administration, processes, policy, etc.) would you suggest to enable you to solve the customer's problem.
Q3 - Write an essay on -Help Desk Operations in Meeting Users Needs- (1500 words)
This report can focus on a single issue or multiple issues but each issue needs to be substantiated with literature. A minimum of five journal references are required. No limit to other magazines or website references you may use. The issue you pick should relate somewhat to Q1 and Q2 above.