Escalations

The process a customer may follow if they are not satisfied with the level of service being provided by the Service Desk. It is important for users to understand that escalating an issue is not looked upon negatively by IT staff, however, users should not attempt to escalate issues unless they feel it is necessary.

Please follow the following process to escalate your issue within IT:

 

  • Contact your site Service Desk and ask them to follow up on the request for you. Usually by replying to the ticket autoresponse.
  • If you are still not satisfied with the service provided, contact the relevant Service Desk and ask to be escalated to the Help Desk Manager. Usually by replying to the ticket autoresponse.
  • If you are still not satisfied with the service provided, contact the  Service Desk and ask to speak with the Director of Information Technology. Usually by replying to the ticket autoresponse.