Final answer:
The help-desk professional should verify Homer's identity and then guide him through a secure password reset process, ensuring a professional and supportive approach.
Step-by-step explanation:
If Homer called into the help desk stating he forgot his password, the help-desk professional should verify Homer's identity and then assist him in resetting his password using the system's secure process. Once Homer's identity is confirmed, the professional should guide him through the steps or provide the necessary instructions or link to the password reset procedure. It's crucial that the help desk maintains a professional and supportive approach throughout the interaction to ensure security and customer satisfaction.