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IT Services: Escalation Procedure

The following describes the best route for contacting the IT Services and the escalation procedure for raising any issues. 

When should an escalation be initiated?

  • If after working through the service level targets and standard support processes you are not satisfied with the level or timeliness of service you have received.
  • When there is a tangible adverse impact to your programmatic or operational activities (day-to-day or other).

All escalation requests will be acknowledged and qualified, and will have a designated owner throughout the escalated condition. You will be regularly informed of the progression/status of a resolution plan until resolved.

Do you know who your IT Faculty Relationship Manager is?

  • Humanities and Social Sciences: Agnieszka Jankowska (a.jankowska@qmul.ac.uk or call x7081)
  • School of Medicine and Dentistry: TBC
  • Science and Engineering: Richard Holford (r.holford@qmul.ac.uk or call x5875)
  • Professional Services: TBD

Who to contact

 

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