Desktop Support (Subscription)

Desktop Support (Subscription)

About Desktop (Subscription)

Desktop Support (Subscription) provides on-site professionals from the ASET End User Support (EUS) team to troubleshoot technical issues that cannot be resolved by the Service Desk. Desktop Support is ideal for end user support for desktops and applications, not including cell phones. Cost is calculated based on the total number of service tickets or service level agreements.

What problems it solves

Helps agencies and boards troubleshoot and resolve more complicated technical issues that the ASET Service Desk is unable to provide support for. This is an effective solution to save agencies and boards time, money, and resources.

What the Service provides
  • Off-site professional support from the ASET End User Support team to assist with technical issues and administrative-type functions
  • License monitoring to track the number of licenses per product an agency is utilizing
  • Redeployment of unused software
  • Provides integrated security compliance management to:
    • Set baselines for security
    • Report on systems deviating from the standard
    • Bring systems into compliance
    • Efficiently secure data
Benefits of this Service
  • Provides state agencies and boards with a stable and efficient computing environment
  • Convenient off-site support saves agencies and boards resources for end user support
  • Eliminates the need for more internal agency resources for end user support
  • Remote software installation increases efficiency and allows for faster deployment
  • License monitoring helps cut costs on unused software
  • Better security for data


Billing Unit: Device
Billing Code: 5211


Eligible Customers
  • All State Agencies, Boards or Commissions under 200 Users
Service Prerequisites
  • Agency will need to be on the domain or move to the supported domain.
Scope of Service
  • Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select Desktop Support then select the category related to the issue(s) with your account or the application.
  • If you would like to add or decommission a service, please submit a service ticket via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk and then select the appropriate service.
Service Commitment
  • Response Time: 24 - 48 hours (depending on severity)
  • Resolution Time: Dependent on issue
  • Support Time: 8AM - 5PM Monday - Friday
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How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager or submit a request using our Contact form (select Subject "Engagement Management").