I'll need you to fill in a problem reporting form so someone can look into this. I'll send you the URL for the form right away. Can NOT access and use resource. I'll have our technical staff look into it. Help Desk staff completes the Problem Report Form providing as much diagnostic information as is available.
Caller insists on reporting problem via telephone, rather than sending in the problem report form.
We'll get back to you as soon as possible. Same as 2.2 above. Caller insists on talking directly to technical staff or manager.