A level-1 help desk technician has been troubleshooting a network printer outage for 40 minutes. Company policy states that high-severity printing problems must be either resolved or escalated within one hour, and the technician has already verified cabling, drivers, and user permissions but cannot perform any additional diagnostics without higher privileges. According to ticket-escalation best practices, what should the technician do next?
Close the ticket as unresolved and tell the user to submit a new request if the issue persists.
Escalate the ticket to the level-2 queue and document all troubleshooting steps performed.
Lower the ticket's severity from high to medium to extend the resolution window.
Continue working until the one-hour mark passes, then notify a supervisor of the delay.
When a technician reaches the limits of their access or expertise and the service-level agreement requires action within a defined time, the proper step is to escalate the ticket to the next support tier. Doing so includes adding clear progress notes so the higher-level technician can continue without repeating work. Closing the ticket violates the SLA, downgrading severity skews reporting and also violates policy, and waiting past the one-hour window fails to meet the documented resolution-or-escalation requirement.
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