When the CSC receives a call or a ticket from one of our IT support partners requesting that an issue be escalated to another group, an immediate escalation needs to occur. Whether the ticket has originated from DISPATCH or by a direct call to the CSC, please assign the ticket to the appropriate team as requested. We need to trust our colleagues in these instances.
Management is working with support partners to encourage them to provide detailed information with these requests including specific support groups for escalation. We would also ask that the IT person identifies themselves as such.
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