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  2. Self Help
  3. IT Service Desk
  4. Escalation

IT Services: Escalation Procedure

An arrow pointing up shown over four columns with a laptop icon, a Wi-Fi signal icon, a USB icon, and an envelope icon to symbolize IT escalations.

 

 

 

 

 

 

 

 

We have designed a new escalations process to increase both user satisfaction and efficiency in resolving IT issues. With clearly defined escalation paths and streamlined communication channels, ITS can quickly identify and address issues, spot and monitor trends, and provide long-term improvements in IT performance — enhancing the user experience for all of our colleagues. 

When To Escalate IT Issues

We encourage you to escalate IT issues under the following circumstances: 

  • If you have submitted a ticket and gone through the standard IT support process, and you are not satisfied with the level or speed of service you have received. We aim to deliver high-quality support within established time frames, so please review and consider our service level targets before escalating items. 
  • Or if there is a tangible, adverse impact to your programmatic or operational activities (day-to-day or other).

Note the escalation process is not for "in-the-moment" emergencies. If you need assistance with a critical issue, please contact the ITS Service Desk.

We will acknowledge and investigate all escalation requests and all items will have a designated owner throughout the escalation process. We will also keep you updated regularly on the progress/status of the escalated item until the issue is resolved. 

Interested in learning more about the escalation process? Read more here. 

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