Question 1 What are the two important features of a help desk that you have learnt from Chapter 6 (Help Desk Operation) from the textbook? Supplement it with any literature [300 words; 2 marks] Question 2 Review the following conference papers and choose any ONE : Chan, C., Geng, L. & Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for Help Desk Operations. Paper presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada. DOI: 10.1109/CCECE.1999.808194 Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. Medical Reference Services Quarterly. 20(1) pp.79-86. DOI: OI: 10.1300/J115v20n01_08 [These papers are available from the CSU Library. Apologies that the second line of this reference cannot be indented due to the limitations of the editing platform of this software.] As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the contents of this paper, supported with literature. [400 words; 5 marks] [You might want to read Chapter 7 (User Support Management) of the textbook and other recent literature.] Question 3 How does the principles of Information Technology Infrastructure Library (ITIL) assist in a help desk setup? Give any two examples that apply to a help desk for a vehicle breakdown service. Relate the task to literature read. - [400 words; 8 marks] [You might want to re-read the chapter by Moeller recommended in Topic 8] For all three questions, you are also required to substantiate with literature (with in text citations). Include ONE combined reference list at the end of this assignment.