data structure and algorithms

Could somebody help me with some algorithms? Scenario: You have been invited to design and develop a ticketing system for ICT help desk at Virtex College. The current ICT help desk works based on FIFO strategy. That means the first request received by help desk is the first request processed by ICT’s technicians. This system has couple of critical issues. The most crucial one is long delay in responding to some of critical job requests. The delay in supporting these highly important requests cause disruption in whole college system such as cancelation of meeting or lessons. The principal of the college wants a system that can prioritize different job requests. As an algorithm designer, you can propose different strategies and solutions to tackle this problem. I have a priority queue for which I need an algorithm for their proposed operations on my data structure.