Technical Help Desk

Technical Help Desk – Escalation Management
Purpose 
 Ensure technical issues that cannot be resolved by the Technical Help Desk are promptly escalated to the appropriate team, monitored until completion, and resolved within the agreed Service Level Agreement (SLA). 
 Escalation Levels 
 
 
 
 
 
 Level 
 Responsible Team 
 Example Issues 
 
 
 
 
 Level 1 
 Technical Help Desk 
 Basic troubleshooting, modem/router configuration, account verification, PPPoE reset, remote diagnostics 
 
 
 Level 2 
 Network Operations Center (NOC) 
 OLT/AC server issues, network outages, high latency, packet loss, LOS affecting multiple clients 
 
 
 Level 3 
 Field Operations / Technicians 
 Fiber cut, LOS, damaged cable, faulty NAP, modem replacement, onsite troubleshooting 
 
 
 Level 4 
 Engineering / System Administrator 
 Core network failures, server issues, routing problems, system bugs, infrastructure upgrades

Technical Help Desk Flow Chart
https://drive.google.com/file/d/1dw-AKV83UucvZXX00Ool5i_skXPUvDIF/view?usp=drive_link

Escalation Process
Receive and verify the technical concern. 
 Confirm customer account status and service details. 
 Perform standard troubleshooting and remote diagnostics. 
 Identify the root cause, if possible. 
 Document all findings, tests performed, and results. 
 Escalate the issue to the appropriate team when further action is required. 
 Monitor the progress of the escalated case. 
 Coordinate with the assigned team until the issue is resolved. 
 Provide timely updates to the customer and internal stakeholders. 
 Confirm service restoration and close the ticket.

Escalation Criteria
Escalate the issue when: 
 
 Remote troubleshooting does not resolve the problem. 
 An outage affects multiple customers. 
 A field visit is required. 
 Network equipment (OLT, AC, NAP, switches, etc.) requires investigation. 
 Billing or account issues prevent technical resolution. 
 The issue exceeds the Help Desk's authority or SLA.

Responsibilities
Complete initial troubleshooting before escalating. 
 Provide accurate documentation and supporting evidence. 
 Endorse the case to the correct department. 
 Monitor all escalated tickets until resolution. 
 Coordinate with NOC, Field Operations, Billing, and other departments. 
 Ensure SLA compliance and timely customer updates.

Best Practices
Gather complete information before escalation. 
 Include screenshots, logs, signal readings, and test results when available. 
 Escalate to the correct team to prevent delays. 
 Follow up regularly on pending cases. 
 Keep customers informed of progress and expected resolution times. 
 Review recurring escalations to identify root causes and improve processes.