Workflow and Prioritization

Focus: Organize tasks by urgency and scope.

Mini-Lecture Highlights

• The 4 Priority Levels: Low / Medium / High / Critical
• Matching ticket type to category: hardware, software, network, account
• Escalation procedure—when to hand off to Tier 2 or supervisor
• Using timestamps and follow-ups for long-running issues

Hands-On

• Students receive a “Ticket Deck” (printed or projected scenarios).
• For each, they assign:
  1. Category
  2. Priority
  3. First troubleshooting step
• Quick class poll after each card to discuss reasoning.

Discussion

What’s worse for a help desk: missing a critical issue or rushing an easy one? Why?