Escalation & assignment

Topic 08 · Service Desk Fundamentals

Escalation & assignment

When L1 can't resolve it, the value you add is a clean handoff: the right team, with everything they need, the first time.

In this topic

1. 01Functional vs hierarchical1 min
2. 02What 'good' looks like before dispatch2 min
3. 03Warm handoffs1 min
4. 04Urgent & sensitive escalation1 min
5. 05Third parties & vendors1 min

What you'll learn

• Choose functional vs hierarchical escalation, and when to use each.
• Hand off well: complete info, correct category, evidence, and what you already checked.
• Escalate urgent or sensitive issues through the right channel without delay.

Coming soon