Purpose
The IT Service Desk is the single point of contact for all IT-related requests, incidents, and enquiries at Global Bank. This article provides comprehensive contact information, details of available support channels, operating hours, and the formal escalation process for situations where standard support is insufficient.
Policy Reference: IT-INC-003
Applies To: All employees, contractors, and third-party users
Contact Channels
| Channel | Details | Best For |
|---|
| Self-Service Portal | servicedesk.globalbank.com | Logging incidents, service requests, tracking ticket status, knowledge base search |
| Telephone | Ext. 2000 (internal) / +44 20 7946 0123 (external) | Urgent incidents (P1/P2), issues requiring immediate assistance |
| Email | servicedesk@globalbank.com | Non-urgent requests, providing additional information for existing tickets |
| Live Chat | Available via the Self-Service Portal (bottom-right widget) | Quick questions, password resets, general guidance |
| Walk-In | IT Support Bar, Ground Floor, London HQ (Building A) | Hardware issues, device collection/return, in-person troubleshooting |
Operating Hours
| Service Level | Hours | Availability |
|---|
| P1 and P2 Incidents | 24 hours, 7 days a week | Global (follow-the-sun model across London, Singapore, New York) |
| P3 and P4 Incidents | 07:00–19:00 GMT (Mon–Fri) | London primary, regional offices during local hours |
| Service Requests | 07:00–19:00 GMT (Mon–Fri) | London primary |
| IT Support Bar (Walk-In) | 08:00–17:30 GMT (Mon–Fri) | London HQ only |
| Live Chat | 07:00–19:00 GMT (Mon–Fri) | All regions |
What the Service Desk Can Help With
- Reporting IT incidents and outages
- Password resets and account unlock requests
- Software installation requests
- Hardware faults and replacement requests
- VPN and remote access issues
- Email and Microsoft 365 support
- Printer and peripheral issues
- New starter and leaver IT provisioning
- Access requests for systems and applications
- General IT guidance and how-to questions
Service Level Agreements (SLAs)
| Request Type | Initial Response | Target Resolution |
|---|
| P1 — Critical Incident | 15 minutes | 4 hours |
| P2 — High Incident | 30 minutes | 8 hours |
| P3 — Medium Incident | 2 hours | 24 hours |
| P4 — Low Incident | 8 hours | 5 business days |
| Service Request (standard) | 1 business day | 5 business days |
| Service Request (complex) | 1 business day | 10 business days |
Escalation Matrix
If your incident or request is not being resolved within the agreed SLA, or if you have concerns about the quality of service, you may escalate through the following hierarchy:
| Level | Role | Name | Contact | When to Use |
|---|
| 1 | Service Desk Team Lead | James Hartley | j.hartley@globalbank.com / Ext. 2010 | SLA missed; analyst unresponsive |
| 2 | IT Operations Manager | Sarah Chen | s.chen@globalbank.com / Ext. 2100 | Level 1 escalation unresolved within 2 hours; recurring issue |
| 3 | Head of IT Services | David Morrison | d.morrison@globalbank.com / Ext. 2500 | Significant business impact; service failure affecting clients |
| 4 | Chief Information Officer | Patricia Okonkwo | p.okonkwo@globalbank.com / Ext. 2600 | Critical business risk; regulatory implications; executive involvement required |
How to Escalate
- Contact the escalation point directly via email or telephone, referencing your incident number.
- Clearly explain the issue, the impact on your business operations, and why you believe escalation is necessary.
- The escalation contact will review the situation and take appropriate action, which may include reassigning the incident, allocating additional resources, or convening a bridge call.
Regional Support Contacts
| Region | Office | Local Support Number |
|---|
| EMEA | London HQ | +44 20 7946 0123 |
| APAC | Singapore | +65 6823 4567 |
| Americas | New York | +1 212 555 0198 |
Feedback
After your incident or request is resolved, you will receive a satisfaction survey via email. Your feedback is valuable and helps us improve our services. For general feedback about the IT Service Desk, contact the IT Operations Manager at s.chen@globalbank.com.