When answering this question, emphasize your ability to prioritize tasks based on urgency and impact. Explain any specific methodologies or tools you use, such as ITIL practices, ticketing systems, or priority matrices. Provide examples from past experiences where you successfully managed multiple tickets, highlighting your problem-solving skills and ability to stay calm under pressure.
Example: "In my previous role, I used a combination of ITIL practices and our company's ticketing system to prioritize support tickets. I would first categorize tickets based on their urgency and impact on business operations. For instance, a server outage affecting multiple users would take precedence over a single user's software issue. I also made use of a priority matrix to ensure that high-impact issues were resolved first. By regularly communicating with the team and stakeholders, I ensured that everyone was aware of the status of critical issues. This approach helped me manage my workload effectively and maintain high levels of customer satisfaction."
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