Help Desk Tier II tech here.

	> Can you describe the organization's help desk procedures?
We provide technical support to public school systems. Anytime there is an issue, the teacher or staff member submits a support request on the school's website. We then address concerns remotely if possible, or send technicians on-site when required.

	> Can you specify small business and large business software?
We primarily use large-business enterprise software on our servers. Wherever possible we use free open-source software on workstations to minimize costs.

	> Can you address call monitoring, prioritizing, and communication regarding the different software packages?
I'm not sure what this question is asking. Can you explain further?

	> Can you provide information regarding specific tools used at your help desk (tracking software, remote control access, project management)?
- Freshdesk for tracking support requests
- Windows Remote Desktop and Dameware for remote access
- Google Docs for project tracking

	> Can you provide strengths and weaknesses of your help desk function?
Strengths: We resolve over 75% of tickets remotely from our call center.
Weaknesses: Issues that require on-site support have a long resolution times because technicians are not constantly on-site. It's not uncommon for an on-site issue to take a week or longer to resolve.

	> Can you provide information regarding upcoming trends for your help desk operation?
Our schools recently started implementing Macs, so we are in the process of training our technicians to use JAMF for Mac management.

	> Can you provide information regarding statistical data and how that data is used (reporting tools)?
Each employee uses an Excel spreadsheet to track his or her tickets closed and time spent. I total these at the end of each month and send the reports to Administration. At the end of each fiscal year I create charts to show what kind of support requests are taking up the majority of our time and work with the senior techs to implement time-saving tactics.

	> Can you provide how your organization evaluates products?
We work with software vendors to test the software in our environment prior to implementation.

	> Can you provide how your organization communicates to computer users regarding the Information Technology function?
We primarily use email or instant messaging to communicate, but some issues require a phone call.

Please let me know if you would like me to expand on any areas.