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A user calls the help desk with an issue that is above what the help desk can fix. The issue is then moved to a more advanced tech who can fix the problem. This is an example of what?
Severity
Categories
Description of problems
Escalation levels
Escalation levels are the different levels of support within an IT service department. The help desk is usually the first to place contacted about an issue. If the help desk is unable to resolve the issue, it is then “escalated” to the next level (also called a tier).
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