The helpdesk team allocates tickets, tracks and traces progress and monitors common themes and issues. There are three escalation levels.
Level 1 - helpdesk
- Users are encouraged to select 'Contact Help Desk' on the system user screen (shown on the screenshot below)
- Call 01603327575
- Or email email@example.com.
The full system audit trail through the whole escalation process includes:
- personnel allocation
- end user communications
- internal notes, and
- knowledgebase capabilities
Level 2 - senior management
Call 01603327575 and ask to escalate an issue to senior management, if it needs further investigation and trouble shooting.
Level 3 - director level
Call 01603327575 and ask to escalate to a director if need be, who will assume ultimate responsibility for unresolved issues.