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Outsourced IT Help Desk Ticket Escalation: Key Points to Consider


Not all technological issues can be resolved in the wink of an eye. Some problems automatically call for special expertise, while others turn out to be more complex than they first appeared. Let’s look at some key points regarding outsourced IT help desk ticket escalation.



Successful low-level resolution - Ideally, of course, your outsourced IT team should escalate a minimum of low-level trouble calls. The average IT help desk service should expect to resolve, on average, 82 percent of its trouble calls on the first try. If you seem to be receiving a disproportionate number or percentage of trouble calls, double-check to see how many of them aren’t really low-level issues.


A detailed escalation plan - Without a solid, detailed plan for which trouble calls should be escalated, help desk workers can end up guessing, occasionally throwing low-level problems at high-level IT specialists as a result. You don’t want a big gray area concerning when and how to escalate help desk tickets. Make sure your provider maintains a clear “if/then” plan for sending requests up the line.


Help desk ticket options - You want your IT help desk system to make the request process as easy and clear-cut as possible. Ideally, people can make their requests via multiple options such as app, phone, or email. The easier it is to request assistance, the less likely you are to receive inappropriate in-house requests.



Proper follow-through - Clear, timely communication is critical throughout the escalation process. Properly-trained outsourced help desk workers will always include a clear explanation of the problem to the next technical expert up the line. The person who posted the ticket should receive confirmation that the ticket was escalated properly, plus periodic status updates.


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