IT Escalation
(การยกระดับปัญหาไอที)
Definition
IT Escalation (การยกระดับปัญหาไอที) Hard Skill
The process of identifying, prioritizing, and transferring IT-related issues to higher-level support or specialized teams to ensure timely and effective resolution.
Expertise Level
Level 1
Basic
1. Understands the basic concept and purpose of IT escalation.
2. Can identify when an issue requires escalation based on predefined criteria.
3. Follows standard procedures to escalate common IT issues to the next support level.
Level 2
Intermediate
1. Assess and prioritize issues accurately to ensure critical problems are escalated promptly.
2. Communicates effectively with higher-level teams to provide detailed information for resolution.
3. Monitors escalated issues and follows up until resolution is achieved.
Level 3
Advanced
1. Develops and optimizes escalation procedures and protocols for efficiency.
2. Leads coordination between multiple IT teams during complex escalations.
3. Analyzes escalation patterns to identify systemic issues and recommend preventive measures.
