Enterprise Service Desk
Overview
The OIT Service Desk is the first stop for state agency staff to request IT help. Whether an application won't work, your computer won't start, or you just need information on a tech topic, our team is ready to help.
How to Request This Service
All agency staff supported by OIT can submit a ticket asking for assistance from the OIT Service Desk. Agencies do not need to request Enterprise Service Desk support. It is charged via Common Policy and based on agency FTE (full time equivalent) staffing.
Customer Benefits
Accessible Online Portal
Request help anytime from any device
Help, Your Way
Ask for help by phone, chat or Customer Service Portal
Ticket Status Tracking
Use the online portal to see how your ticket has been routed to OIT support teams
Service Description
Real-time tech support from a team focused on first contact resolution
The OIT Service Desk provides support from analysts who understand the technology state agencies use to serve Coloradans. If they can't provide the help you need, they can make sure your issue is routed to the right technology team within OIT.
Access to live support agents who will resolve problems, or triage and intake for higher-tiered support needs
A portal for customers to request help, access a knowledge base for self help solutions to common problems, a personal ticket tracker to quickly view the ticket status and a full history of completed requests
Coordinated services that open pathways to support teams in order to return services to normal operating level as quickly as possible
Email notifications to let customers know how their request is being processed and when additional information is required
Change and maintenance notifications that inform impacted customers of service and systems modifications
Related Services
The OIT Service Desk routes tickets to the appropriate functional support teams.
Customer Responsibilities
Major Incidents (application or system outage) must be reported by calling the OIT Service Desk or by chatting with a live support agent
Service Owner
Service Levels
The Service Desk has the following service level commitments:
24x7 Major Incident Management
Assign to incident team within 15 minutes
Provide updates to impacted customers every 30 minutes
Resolve incident within four hours
24x7 Self-Service
Assign to incident team within four hours
Update impacted customers every other business day
Resolve incident within 14 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Access a live agent via Customer Service Portal Chatbot
Hours of Support
Monday-Friday, 7 a.m. to 5 p.m, excluding holidays
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
View detail on current utilization here: OIT Common Policy Real-time Billing website