Service Desk hours and escalation

Hours

• Bec (AI assistant): 24 hours a day, 7 days a week, by voice and chat.
• Service Desk analysts: 6:00am to 10:00pm AWST/AEST/AEDT local state time, 7 days a week.
• After hours: P1 incidents go to the on-call analyst; everything else is queued for the next morning.

When Bec hands to an analyst

• The Team Member asks for a person.
• Identity cannot be verified.
• The issue is P1, security related or involves a privileged account.
• Bec has tried the standard fix twice without success.

What the analyst receives

A summary of the conversation, the verified identity, the ServiceNow record numbers created so far and what has been tried.