Service Desk Escalation Path
Summary
This document shows the escalation path that should be followed for any incidents or service request’s that require it.
Please follow the path to ensure the escalation is dealt with as efficiently as possible
The Service Desk Engineer will inform the Service Desk Manager of your escalation so it can be investigated in a timely and appropriate manner.
Escalation Path
Level of Escalation |
Name |
Contact Number(s) |
Email Address |
Level 1 |
Service Desk |
0113 235 5345 |
NA – Raise an Incident/Request using Fresh. |
Level 2 |
Service Desk Lead Engineer Paul Lonsdale |
Microsoft Teams Genesy’s |
|
Level 3 |
Service Desk Manager Luke Saxby |
Microsoft Teams Genesy’s |
|
Level 4 |
Head of IT Operations David Green |
Microsoft Teams Genesy’s |
FAQ’S
Q: Which method of contact should I use when escalating an issue?
A: Reach out first via email. If required follow up via email again and then Microsoft Teams. Please be mindful that the Level 2 and above contacts may be out of office or in meetings they will reply as soon as able.
Revision History
Version |
Change |
Actioned by |
Date |
0.1 |
Document re-format |
Melissa Eyre |
08/01/2025 |
Item A2 |
Item B2 |
I |
00/00/2025 |