TECHNOLOGY SUPPORT SERVICES

Last modified on: 10/30/2009

Help Desk

The CIO Services Help Desk provides a single point of contact for reporting and tracking, simplifying the reporting and resolution process.  Help Desk staff can prioritize those issues which need immediate response.  Because of their experience, Help Desk staff can resolve issues more quickly than less experienced agency staff.  For those calls that cannot be resolved at the Help Desk level, the ticket will be routed to the systems support staff who will follow-up until a satisfactory resolution completed.

To contact the CIO Help Desk with a problem or service request:

Phone:
              402  471-4636
              800  982-2468

Email problems and service requests to: ocio.csupport@nebraska.gov

Email general correspondence to: cio.help@nebraska.gov

Hours the CIO Help Desk is available:
  7:00 AM - 5:30 PM (Central Time)
  Monday through Friday
  with the exception of State holidays
During non-business hours, callers will be transferred to another service area that is on-duty at all times.

When reporting a problem to the Help Desk:

  • Please include your name, location, phone, and email address.
  • Identify the device, software package and platform.
  • Check your screen for any error messages that may help us determine the cause of the problem.
  • Be prepared with the model number and serial number of the failing device for hardware related problems.
  • Give us an estimated time duration when you are experiencing a response time problem (10 seconds, 2 minutes, none).

Help Desk Site

Contact:
Marcia Stewart
Phone: 471-0714
marcia.stewart@nebraska.gov

 

Service Commitment

The following defines the response time service level commitment of the IT Services Help Desk.  This is not necessarily the time to resolve the problem, but rather the maximum amount of time to contact the appropriate support person and respond back to the requestor that the problem is being addressed with an estimated time for resolution. 

Severity is an evaluation of the situation based on the information received by the person taking the call/request for help.  The four possible values are:

Emergency Level Problem

Turnaround:

Immediate.  A personal, direct, contact must be made to the person responsible.  Page is made to level 2.

Impact

All or most locations are unable to perform their work. 

High Level Problem          

Turnaround:

Within 2 hours

Impact:

Frequent, chronic problem   
Multiple locations or workgroups are unable to perform their work.

Medium Level Problem

Turnaround:

Within 4 hours

Impact:

Single location or workgroup is unable to perform their work.  Service is degraded or restricted.

Low Level Problem

Turnaround:

Within 10 hours

Impact:

No actual function loss
Low Priority/Informational