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Escalation of support incidents

What is it?

To provide a standardised approach to escalating and resolving incidents within the sector.

Ideally, end users should be able to try to help themselves before contacting their local Service Desk for assistance. Tier 2 and Tier 3 service desks should be referred issues by a tier 1 service desk who have triaged the issue.

This is the current escalation protocol for this sector: Escalation Protocol - sample

Benefits

The following benefits can be found:

  • Less support load on service provider
  • Increased knowledge of your service to other staff/organisations