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 Manger Paul Lonsdale |
Microsoft Teams Genesy’s |
|
Level 3 |
IT Operations Manger Luke Saxby |
Microsoft Teams Genesy’s |
|
Level 4 |
Head of IT Operations David Green |
Microsoft Teams Genesy’s |
Further information
As the Digital Change team is split into multiple teams the escalation path may vary at Level 2 depending on who the ticket is assigned to. The first line of contact for incidents will in most cases be the Service Desk. The Mangers for other teams and Level 2 Escalation points are below:
- Application Support – Ryan Richardson
- Infrastructure – Matt Drake
- Workplace – Luke Saxby
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.