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37720 - Support Center (Service Desk) |
Service Description
The Support Center provides direct contact between you and our Service Desk staff
to help provide services, answer questions, and resolve computing problems as quickly
as possible. The Service Desk is a service within the ISD Data Center that serves
140 plus agencies with their technical and support needs. Assistance is provided
for desktop computing, network, mainframe, telecommunications and other IT services.
The ISD Support Center focuses on the individual customer through information, education,
and problem resolution via phone, online, email, and fax consultation. The Support
Center provides assistance, information, and intelligent referral for all IT services.
Service Desk Application Description
Remedy, a tool for managing Service Desk operations, allows a customer to manage
incidents and general service requests for end user customers. Remedy provides the
following functionality for users and management:
- Logging service desk incidents and service requests for users
- Categorizing, coding, and prioritizing Service Desk incidents and service requests
to better organize and prioritize workload management
- Managing Service Desk incidents and service requests through their life cycle, tracking
important details and related information provided by both users and internal staff
working to resolve Incidents
- Monitoring and tracking progress of Service Desk incidents and service requests
- Functional escalation of Service Desk incidents to other working teams
- Hierarchical escalation of Service Desk incidents to middle and upper management
based on priority and escalation models
- Resolution and closure of Service Desk incidents and service requests
- Customer survey capabilities to aid in evaluating the level of satisfaction delivered
by the Service Desk
- Metric reporting capabilities enabling continuous improvement of support operations
- An ITIL compliant best practices and processes
The Remedy application is hosted at the ISD Data Center. Users may access the application
through its web based interface from any computer with Internet access. The web
based interface allows users to work at multiple locations or even work from home
if necessary.
Hours of Availability
The Remedy application is available 24 x 7., excluding maintenance windows. Maintenance
is generally performed as required on Saturday afternoon or evening when application
usage is at its lowest. The maintenance windows allow the installation of major
or user impacting application updates or upgrades. ISD will provide users a minimum
of three days advanced notice prior to the implementation of any scheduled user
impacting maintenance.
Customer Responsibilities
Customers will have the following responsibilities with regards to utilizing the
ISD Service Desk Management application- Remedy:
- Participate in training on how to use the application
- Use the Service Desk Management application-Remedy, for its intended use of tracking
and managing Service Desk activities within their agencies
- Contact the ISD Service Desk at 602-364-4444 for assistance or technical support
in the use of, or in the event of issues with, the Service Desk Management application
- Pay all fees associated with the use of service How do we Charge Per user License
Key Performance Indicator(s)