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A help desk technician receives the four trouble tickets listed below. Which ticket should receive the highest priority and be addressed first?
Correct Answer: B
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. References:= * IT Help Desk Best Practices * Prioritizing IT Support Tickets
