IT Service Catalog FY 2019-2020

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Service Desk The Service Desk is an information and assistance resource that troubleshoots problems with computers, printers, and similar products. Desktop Support can be requested by calling the Service Desk line or by entering a Service Desk request via CityNet.

INCLUDES:

TIER I SERVICE • 24x7 Service Desk call in support • Desktop computer support for IT standard desktops • Laptop support for IT standard Laptops • Network printer support • Application support for standard image • Virus and malware protection • Virtual desktop support • Technical consulting • After hours emergency call in support • Coordinate technology training • Loaner equipment check-out free of charge for up to 5 business days

How do we charge? Tier I service: Included in monthly Service Desk charges (Appendix A) Tier II service: Fixed price per computer technician per year (Appendix A)

Major cost drivers • Software licenses • Number of calls • Time spent to resolve issue • Non-return of loaner equipment Available Loaner Equipment • Tablets • iPads

SERVICE DESK LINES Main Support Line

336-373-2322 Public Safety IT 336-373-3375 GM-911 Support 336-373-4350

• Laptops • Projector

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Contact: Kathy Goodwin Service Desk Manager 336-373-2828

1. Enter the Service Desk request online. 2. Read FAQs on our webpage. Tips for using this service

Last fiscal year the Service Desk responded to over 5698 customer tickets. FACT:

20 I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9