Enterprise Service Desk

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    

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