IT Services: Escalation Procedure

 

 

 

 

 

 

 

 

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, call the ITS Service Desk on 020 7882 8888 or contact us through live chat. 

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. 

How To Escalate IT Issues 

To escalate IT issues, email its-escalations@qmul.ac.uk. When escalating items: 

• Please include your IT ticket number. 
• Please do not contact the ITS leadership team or other contacts you might have in IT Services to assist with escalations. 

IT Services Escalation Procedure Flowchart 

Check out the flowchart below to understand how the escalation process works. 

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