Use this document to identify the appropriate escalation path when WFH IT issues are identified.
- IT issue is identified by WFH agent.
- Telecommuting/remote work agent contacts a TL to flag the IT issue. There are multiple channels for this communication to happen. This is the preferred method of communication:
- Individual Hangout
- Group Hangout (proposed - created by Ops leadership)
- Openfire chat
- Cell phone call
- Slack (proposed)
- Facebook page (proposed)
If the Telecommuting/remote work agent’s TL can’t be reached via the above methods, they may contact IT Service Desk through various channels.
- Hangouts (IT Service Desk 24-7)
- Email (itservicedesk@24-7intouch.com)
- Phone call (1-800-586-0851)
- ITSD Jira Ticket (If they have Jira access)
- Slack (proposed)
- Operations leadership (TL) submits ITSD tickets through JIRA.
- IT Service Desk creates an ITOPS JIRA ticket.
- ITOPS teams identify tickets waiting in the queue.
- ITOPS teams begin to troubleshoot and communicate with the Telecommuting/remote work agent through various channels.
- Individual Hangout (where the agent has a 24-7 Intouch Gmail account)
- Cell phone call
- Cell phone chat
- Slack (proposed)
- Facebook page (proposed)
- ITOPS resolves the issue or escalates it to the appropriate IT Team.