Desktop Support Escalation Tests

Desktop Support Escalation Tests

Level 1 HelpDesk

  • Document the exact error message and process to replicate the issues with the end user or process

Level 2 Desktop Support

  • Can you replicate the problem
  • Can you replicate the problem with another User Account
  • Can you replicate the problem with another¬†Computer
  • Can you replicate the problem with Elevated privileges
  • Can you reset the Profile
  • Is the problem affecting single user or multiply user

Level 3 Server Support

  • Check all existing Settings
  • Check Eventlogs
  • Google the User error message
  • What has changed

 

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s