Escalation Guide

IT Escalation Guide

If you have followed the support guide and

Still experiencing issues with the ticket you have logged with IT
If your ticket requires an immediate response (e.g. Major Security Risk, Site Outage, Loss of Company Revenue/Image)

This guide should help you to escalate your ticket to the relevant IT Team member.

Please ensure the following have been completed prior to escalating:

A ticket has been logged on the IT Portal, where possible
Use the 'IT Service Portal' to obtain updates about your call
Contact the person who has been allocated your call

As a final measure, please contact one of the following senior staff with your IT Ticket reference and they will investigate further:

General IT Service Delivery escalations:
Please speak to Vinay Kumar, IT Support Service Team Lead (vinay.kumar@randstad.co.uk) on 01582 824340

If not available, please contact Sirisha Motupalli, Senior Service Desk Analyst (sirisha.motupalli@randstad.co.uk)

End User Computing, User Access Management or Telecoms Escalations:

Please speak to Lisa Jones (lisa.jones@randstad.co.uk) on 07799 343985

Back office application, Automation or Finance Application escalations:
Please speak to Saadia Rafiq (saadia.rafiq@randstad.co.uk)
If not available, please contact Ged McNamara (gerard.mcnamara@randstad.co.uk) on 07743874925

UFO and Front Office Application escalations:

Please speak to Caryn Barnes (caryn.barnes@randstad.co.uk) at 07464 646499

If not available, please contact Katie Walker (katie.walker@randstad.co.uk) on 07584 396064

NTP Salesforce, Netive or Client Implementations:
Please speak to Fiona Cathcart (fiona.cathcart3@randstad.co.uk)
If not available, please contact Ged McNamara (gerard.mcnamara@randstad.co.uk) on 07743874925

Data BI/MI escalations (Please note these individuals are available only via email/chats)

Please speak to Noah Axon-Saunders (noah.axon-saunders@randstad.co.uk) for Data Queries

Please speak to James Glover (james.glover1@randstad.co.uk) for Tableau

Please speak to James Glover (james.glover1@randstad.co.uk) for DOMO

If you need to escalate further than this, then for a second-level escalation:
Please contact Phil Awbery-Maskell (phil.maskell@randstad.co.uk) on 07876 446260