IT Help Desk - Process Triage – Process Triage

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IT Help Desk – 3 Tier Model (Swim Lane Flow Chart derived from Process Triage Map) H e l p D e s k (R e p s) C u s t o m e r (I n t e r n a l) T e c h n i c a l E x p e r t s (T i e r 2) T o o l s M a n a g e m e n t (T i e r 3) 3 Return Ticket (To Tier 1) B 3 Re-assess Severity Level C Existing

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