Service Desk (Subscription)

Service Desk (Subscription)

About Service Desk (Subscription)

The Service Desk provides a centralized point of contact for responsive and quality support while striving to exceed customer expectations. Common tasks resolved by the Service Desk include account access, troubleshooting requests, and assisting in the communication of network outages.

What problems it solves

This service eliminates decentralized IT support and disparate troubleshooting methodologies by having a dedicated Service Desk to solve multiple issues within your agency or board.

What the Service provides
  • Password resets
  • Account unlocks
  • Onboarding and offboarding IT services for new employees and contractors
  • Computer troubleshooting
  • Software installs
  • Escalation to appropriate resolution groups
  • Provides communication for maintenance
Benefits of this Service
  • End users can submit Service Desk tickets online for assistance, providing details of the task or issue to be resolved
  • Provides personalized IT support for state employees, including software and hardware installation and maintenance
  • Remote PC Assistance allows the Service Desk to remotely control employee desktops (with their permission) to fix many problems quickly and professionally
 
Billing Unit: ISA
Billing Code: 7280

 

Eligible Customers
  • All State Agencies, Boards, and Commissions
Service Prerequisites
  • N/A
Scope of Service
  • The ASET Service Desk serves as the single point of contact between our customers and ASET support teams. The Service Desk provides first-level troubleshooting, escalation to appropriate resolution groups, software installations, account provisioning, and proactive communication.
  • Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select I Need Help.
  • 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: All calls will be answered in the order they are received. ServiceNow Customer Portal requests will be responded to within 1 business day.
  • Resolution Time: Dependent on issue
  • Support Time: 8AM - 5PM Monday - Friday
Agency Roles and Responsibilities
  • Request Service or report issues using approved channels
Related Services
How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager.