You are working for the ITWorks in the role of Technical Analyst. ITWorks Help Desk has received a phone call from the staff member Ivana Trump. She is asking for urgent assistance as she cannot use the computer due to multiple issues. The Help Desk could not resolve the issues remotely, so the job has been assigned to the Field Support group. Next day Ivana called back wondering when her request will be actioned. You have been assigned to that job. The incident request has been classified as "High priority". Refer to Customer Service Policy / Service Level Agreement in ITWorks Systems Administration Manual.pdf document for response time to service-related incidents with High priority. You must take responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcome