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Cisco Exam CCST-Networking Topic 1 Question 2 Discussion
Topic #: 1
A help desk technician receives the four trouble tickets listed below. Which ticket should receive the highest priority and be addressed first?
When prioritizing trouble tickets, the most critical issues affecting business operations or high-impact activities should be addressed first. Here's a breakdown of the tickets:
Ticket 1: Relocation of a printer, while necessary, is not urgent and does not impact critical operations.
Ticket 2: An ongoing webinar losing internet access is critical, especially if the webinar is time-sensitive and involves multiple participants.
Ticket 3: Slower response time for a cloud-based application is important but typically not as urgent as a complete loss of internet access for a live event.
Ticket 4: Wireless access down in the cafeteria affects users but does not have the same immediate impact as a live webinar losing connectivity.
Thus, the correct answer is B. Ticket 2: An online webinar is taking place in the conference room. The video conferencing equipment lost internet access.
IT Help Desk Best Practices
Prioritizing IT Support Tickets
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