DoITT - Citywide IT Services - Citywide Service Desk

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Citywide IT Services: Citywide Service Desk
	The CityWide Service Desk is the single point of contact for all City agencies to report IT incidents, make requests and check ticket status. As part of Executive Order 140 and the CITIServ Program, the CityWide Service Desk has started on-boarding City agencies' help desks into DoITT's shared environment to create a consolidated and truly "citywide" service desk. The consolidation of service desks will not only allow the City to achieve economies of scale, but also allow issues to be resolved more efficiently and effectively through the centralization of IT support expertise and the use of state-of-the-art ticketing and tracking tools. All services provided by the Service Desk are offered 24x7. The service offering are:


	Incident Management Tier 1 assessment, troubleshooting, escalation and routing on issues related to: application and account authentication -- LDAP desktop and peripheral devices mainframe access/applications messaging – blackberry and email problems network connectivity – CityNet customers Office Productivity Suite support password resets and intruder lockouts script based routing telephony issues including moves, adds, and changes Manage incidents through resolution by managing support team collaboration, troubleshooting, coordination and communications

	Case Management Manage all tickets through Lifecycle, including Escalations Monitor and Report on Incident Service Levels Provide Customer Feedback Reports based on Customer Satisfaction Surveys

	Request Fulfillment General Request Management, Routing and Assignment, such as: Automated Procurement Tracking (APT) user account management - add and remove account roles CityPoint account management - create account, reset passwords IT Security requests – Certificate Signing, Firewall, remote access, and URL Filtering network drive access requests SharePoint administration and troubleshooting

	Communication Maintenance notifications affecting hosted agencies Outage notifications impacting hosted agencies

	Please note, the CityWide Service Desk is an offering available only to City employees and is not public facing. Agency customers interested in learning more about the Service Desk should visit the DoITT Service Catalog.