Handling a Support Incident
It is your first week in technical support at the university. An instructor has called the help desk saying that she needs to load a specific open-source application on the classroom computer to demonstrate the functionality to the class. She was unable to install the application and asks that you come to the classroom and help her install the software before the class in 2 hours.
The policy of the university is that all classrooms have least privilege and, that for security reasons, instructors cannot install applications on classroom computers.
When you arrive at the classroom, you are immediately confronted by the irate instructor who complains that she cannot do her job and that she has incorporated this demo in her lesson plan for the class in 2 hours. She is new at the university and states that she did not have this problem at her previous institution.
Using non-technical terms, explain the problem to her and discuss possible strategies for helping her demo the software in the class without compromising the security of the university network.
Prepare a document summarizing the problem ans resolution for the technical support database.
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