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.
The following benefits can be found:
- Less support load on service provider
- Increased knowledge of your service to other staff/organisations