As a help desk analyst, or first-level support technician, which of the following calls are you most likely to escalate to second-level support personnel?
a. A user from the Accounting Department complains that she can’t log on to the company’s file server. b. A user from the Research Department complains that for the last five hours he has not been able to send or receive e-mail from his smartphone.
c. A manager in the Sales Department complains that none of her 112 salespeople across the country can connect to the company’s VPN.
d. A manager in the Human Resources Department complains that all the document templates he saved to the file server appear to be missing.
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