Personnel in Technology

I have to write a paper describing the following “how would you organize and manage a Help Desk function for your own work organization – or some other organization you may be familiar with. Include: (1) An explanation of why it is needed; (2) What type of help desk do you propose and why; (3) What technological infrastructure would it need; (4) How would you organize it; and (5) What management procedures would you use to run it efficiently. If references are used I have to be able to site them. Thanks