City Guilds Model Questions Vol1 2023 Information Technology Question 45

An IT support centre serves 500 workstations. Historical data shows that for every 30 workstations there are on average 2 support tickets per day, and tickets follow a Poisson distribution. Tickets are classified as high, medium or low priority with probabilities 0.2, 0.5 and 0.3 respectively. A high‑priority ticket requires 1.5 times the handling time of a medium‑priority ticket, while a low‑priority ticket requires 0.75 times that time. Each technician works an 8‑hour day (480 minutes) and can resolve 8 medium‑priority tickets in that time. The centre currently has 3 technicians. Determine whether the existing team can handle the expected daily ticket load, and if not, calculate the minimum number of additional technicians required (assuming each new technician has the same capacity).