Last modified on:10.06.2009

Help Desk Support

Description

To reach the CIO Help Desk or request service contact:

1-800-982-2468 or 471-4636 or 471-INFO

Self service requests can be sent to the following e-mail address, GWI.Support@nebraska.gov or to the End User Desktop (EUD) at Helpdesk@nebraska.gov.

CIO Help Desk provides:

• Central point of contact for all IT issues or questions;
• Notification of upcoming changes and system outages via e-mail and the Help Desk Web site;
• Ability to prioritize issues which need immediate response;
• A tracking number for each issue/question;
• Security alerts.

GWI is an enterprise software solution used by DAS, which is available for other IT agencies that would benefit from a tracking system. c.Support facilitates collaboration and communication between all departments within an organization.

For those interested in self serve capabilities, an End User Desktop allows customers to submit their own tickets and current status can be obtained with a Lotus Notes client at Helpdesk@nebraska.gov.

Business Value

The Office of the CIO Help Desk provides a single point of contact for reporting and tracking requests for service and incident tickets, which are services with less than desirable qualities.  Because of the Help Desk’s exposure to all teams and current conditions, the Help Desk staff can resolve or identify ownership of issues quickly.  For those calls that cannot be resolved at the Help Desk level, the ticket will be routed to the appropriate systems support staff.  The Help Desk staff will prioritize issues to give appropriate time resolution for each ticket.  

Customer Profile

Anyone using or interested in services provided by the Office of the CIO would be able to use the Help Desk services.   

Service Cost

There is no charge to an Agency for use of the Help Desk.  If a ticket needs to be assigned to another team for resolution, there could be a cost incurred for that team.  Please see the associated service for its Rates & Fees.

Major Cost Drivers/Cost-Saving Tips

To facilitate resolution, provide the information identified in the Customer Responsibilities when contacting The Office of the CIO Help Desk. 

Responsibilities for Service Delivery

Customer Responsibilities

• Provide the following when initially contacting the Office of the CIO Help Desk:
  • Please give us your name, location, agency, phone number and request.
• Identify the device, software package and platform.
• Check your screen for any error messages that may help us determine a cause.
• Give us an estimated time duration if you are experiencing a response time issue (10 seconds, 2 minutes, none).
• Be prepared with the model number and serial number of the failing device for hardware related problems.
• Maintain communications with the Office of the CIO Help Desk if there are changes with the request or misinterpreted communication.
• Keep customer profile information current. 

Help Desk Responsibilities

• Interpret the problem correctly for accurate diagnosis. 
• Evaluate for the appropriate Priority setting to guarantee effective time resolution. 
• Assign the ticket to the appropriate team for quick and effective resolution.
• Find current status for follow-up questions or reoccurring issues.

Service Goals

• Emergency situations reported by phone will be identified and assigned to the proper team immediately after confirmation of the status.  
• All phone requests will be diagnosed, assigned to the proper team with a priority level when the call is made.  Priority levels are listed in the Questions and Support. 
• All requests entered through self service entry will be diagnosed, assigned to the proper team with a priority level within 2 business hours from when the request was received.  Priority levels are listed in the Questions and Support.  Self service requests can be sent to the following e-mail address, GWI.Support@nebraska.gov or to the End User Desktop (EUD) at Helpdesk@nebraska.gov.
• All e-mail submitted to the generic Help Desk ID will bediagnosed and assigned to the proper team with a priority level within 8 business hours from when the request was received.
• Clients will be notified of all scheduled and unscheduled downtimes of 15 minutes or longer.

Customer Prerequisites (For Quality Service)

Customers should identify and report issues that need to be resolved in a timely manner.

Glossary/Expanded Explanations

Incident Tickets – An unexpected event or failure that degrades, or threatens to degrade the agreed quality of service. 

Requests for Service – Evaluation of the current and future needs of a customer with the services offered by the Office of the CIO meeting those needs.    The evaluation ultimately resulting in a Request for Service to meet those needs. 

Date of Last Revision: February 1, 2007