London Programme for IT
Service Desk Model and Escalation Process
BT Escalation Process
The BT Escalation Process can be invoked 24/7 and the LPfIT mailbox is monitored 9-5 Mon-Fri. Unfortunately if any escalations are sent to individuals mailboxes they may not be responded to if they are out of the office.
If you're not completely satisfied with the BT response and have followed all the escalation levels you can escalate to LPfIT using the form below.
RiO Hotfix Escalation Process
The RiO Hotfix escalation process can be downloaded using the following link. The document includes a template for requesting a hotfix.
BT's Service Desk contact details: telephone 0800 085 2354 / 0845 6018 527 OR e-mail : BT.Health.Service.Desk@bt.com
BT Escalation Process telephone number 0845 600 1247 or health.escalation@bt.com
- If you log a call via telephone please note a Triage form will still need to be completed/submitted.
- When logging a high impact incident via triage form (e-mail) it is suggested that a call should be made to the Service Desk to notify them of the urgency.
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