A user calls the help desk with an issue that is beyond the technician's ability to resolve. The issue is then transferred to a more experienced technician. This process is an example of what?
Severity
Escalation levels
Description of problems
Categories
Escalation levels are the different tiers of support within an IT service department. The help desk is usually the first point of contact for an issue. If the help desk technician is unable to resolve the issue, it is then "escalated" to the next level (also called a tier), where a technician with more advanced knowledge can work on it.
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