What if my request isn't resolved?

The term escalation is used by ITS to describe the process a user may follow if they are not satisfied with the level of service being provided by ITS. It is important for users to understand that escalating an issue is not looked upon negatively by ITS staff, however, users should not atempt to escalate issues unless they feel it is necessary.

If you are experiencing problems with your request and feel that you would like to escalate the issue please follow the steps below;

Step	Process
1	Contact the Helpdesk and ask them to follow up on the request for you.
2	If you are still not satisfied with the service provided, contact the Helpdesk and ask to speak to the Helpdesk administrator.
3	If you are still not satisfied with the service provided, contact the Helpdesk and ask to speak with the team leader.
4	If you are still not satisfied with the service provided, contact the Helpdesk and ask to speak to the manager.
5	If you are still not satisfied with the service provided, contact the Helpdesk and ask to speak to the General Manager.

Be sure to have your job number when you call to escalate your request.