Help Desk Procedure - Training - Escalation Checklist

This document shows the typical steps that an incident should take, a detailed section regarding the procedure of escalating from tier 1 to tier 2, and details regarding the different departments' responsibilities.

Escalation Check List:

  1. KB Search 
    Search for related documents in kb.uwm.edu (if one does not exist after a solution is found, create one or ask for help on how to do this). Utilize the View Knowledge feature
  2. Google Search
    Researching the incident online. Utilize the View Knowledge feature
  3. Ask co-workers
  4. Ask Tier 2 Students
    If the request is not a standard incident that we know for certain is handled by another department, ask a supervisor to review the incident with you.
  5. Ask Chad
    If unable to determine a clear answer or proper escalation Chad will assist with which department the ticket should be escalated to or how the incident should be handled.
In order to escalate all steps must be journaled and documented on what has been attempted.

After Exhausting All Helpdesk Resources…

  1. Determine Priority of Incident
    Are you able to work around the issue at the moment?  -IF NOT- Are there any deadlines we need to be aware of related to the work you are currently unable to do?
  2. Slack question
    Slack message to Endpoint, Web Dev, or Enterprise about the incident, it is important not to send work for the departments to complete, but rather ask what we can do to help regarding the ticket.
Follow Slack Etiquette:
  • When asking questions – Give context if person is on the phone currently
  • Emergency Situations – Talk to department via walkover or Slack announcement, escalate after communication or if unable to conact. 
  • 2 Times Slacked / No Answer – Escalate ticket over to the correct department



Keywords:Escalation, Ticket, Flow, Routing, Helpdesk Solution Center Support, Flowchart, Troubleshooting, escalation, tier, tier 1, tier 2, help, pyramed, medicat, micros, web, Enterprise, union business systems, endpoint, alex, endpoint, escalation, escalation Checklist   Doc ID:50599
Owner:Chad R.Group:UW-Milwaukee Student Affairs IT
Created:2015-04-17 16:08 CDTUpdated:2017-09-06 10:18 CDT
Sites:UW-Milwaukee Student Affairs IT
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