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Marlon Reyes
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Responsibilities
Complete initial troubleshooting before escalating. Provide accurate documentation and supportin...
Best Practices
Gather complete information before escalation. Include screenshots, logs, signal readings, and t...
Technical Help Desk – Escalation Management
Purpose Ensure technical issues that cannot be resolved by the Technical Help Desk are promptly e...
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. ...
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