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Question 40 - CCST-Networking discussion

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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?

A.

Ticket 1: A user requests relocation of a printer to a different network jack in the same office. The jack must be patched and made active.

Answers
A.

Ticket 1: A user requests relocation of a printer to a different network jack in the same office. The jack must be patched and made active.

B.

Ticket 2: An online webinar is taking place in the conference room. The video conferencing equipment lost internet access.

Answers
B.

Ticket 2: An online webinar is taking place in the conference room. The video conferencing equipment lost internet access.

C.

Ticket 3: A user reports that response time for a cloud-based application is slower than usual.

Answers
C.

Ticket 3: A user reports that response time for a cloud-based application is slower than usual.

D.

Ticket 4: Two users report that wireless access in the cafeteria has been down for the last hour.

Answers
D.

Ticket 4: Two users report that wireless access in the cafeteria has been down for the last hour.

Suggested answer: B

Explanation:

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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asked 11/10/2024
Tristan Zerner
45 questions
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