What process does the ET Group Help Desk follow when I submit a ticket?

ET Group Incident Management

Incident Management

Our team will manage all incidents, and each ticket will follow our established process:

1. Incident communication is received.
2. Ticket is created in our incident management software.
3. Incident troubleshooting commences.
   1. Level 1 performed by Helpdesk Client Services Representative (CSR) to triage information, provide basic resolutions and assign a Level 2 or 3 agent as needed.
   2. Level 2 performed by Remote Technician to diagnose, guide, and attempt to resolve issues with equipment functionality remotely via video codecs or other on-site devices. Assigns a Level 3 agent as needed.
   3. Level 3 deploys Onsite Support with AV Technician for advanced troubleshooting & resolution.
4. Incident is resolved.
   1. Issue Call Report including resolution information is sent via email.
   2. Ticket is closed.