case reference number issued
The support desk will provide you with a case reference number to help track the progress of your ticket, along with the details of the consultant who will be assisting on this query, an estimate of time required, and a deadline for resolution.
Assign case to relevant support personnel
The support desk is non-technical and will refer the problem to an available consultant for telephonic or remote resolution. Some cases will require assistance from other support personnel or 3rd party vendors. In such cases the support desk will immediately assign the case to the relevant support personnel and division.
Priority level and consultant allocation
The urgency of the incident or request will be determined by the support desk who will assign a priority level (between high, medium and low) and allocate to the relevant consultant to schedule it for resolution.
acknowledgment of completed case
After the case been resolved to the best ability of the assigned consultant, the user will be requested to acknowledge the completion of the case via email.
