USB

Service Desk FAQ

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What is the WVOT Service Desk?

The WVOT Service Desk is a centrally located area for all computer-related questions and/or problems of supported products and phone issues. When you call the WVOT Service Desk, the calls are logged into a problem reporting database. When we enter the call into the database we save the call and a ticket number is assigned to your particular problem. This is what is called your Heat Ticket number, which is strictly a reference number, so there is a point of reference if you need to call back about your problem.

What are different ways to contact the WVOT Service Desk?

The WVOT Service Desk will accept:

  • Phone calls
    • Local to Charleston, WV (304) 558-9966
    • Toll Free (877)- 558-9966
  • E-mails - ServiceDesk@wv.gov
  • Instant Messaging (Microsoft Outlook Communicator)

What are the core hours the WVOT Service Desk is available?

The WVOT Service Desk is staffed Monday through Friday from 7:00 a.m. to 5:00 p.m.  By after-hours support, it is available 24 hours a day and 365 days a year.

What do I do if I want to report a problem after hours?

WVOT Service Desk is available 24 hours a day 365 days a year. But, if you call during peak hours, or if all agents are on the phone, you can leave a voice mail and the problem will be entered into the WVOT Service Desk problem reporting database.

What should I do before calling the WVOT Service Desk?

Please try the following preventive measures before calling the WVOT Service Desk for assistance with a computer problem:

  • If you are having trouble logging on, make sure it is your logon ID / Network ID and that Caps Lock / Num lock is either on or off depending on your password.
  • Check all power connections to the power outlet or surge protector. Check the back of the machine for securely connected cables for the power, video, mouse, keyboard, ethernet cables, etc.
  • Close and restart the application (Applications can sometimes just malfunction and a restart of application can resolve the malfunction).
  • Restart / Re-Boot / Shutdown the computer and logon fresh (Leave it off for 30 seconds, then turn the computer back on. Restarting is a simple action that solves a lot of random problems, and may save you the trouble of calling the WVOT Service Desk).
  • If you suspect you may not be the only one having the problem with network / internet / printing etc… consult your co-workers.  If you find out it is your whole office or workplace let everyone know you are calling so everyone doesn’t call for the same problem to the WVOT Service Desk.
  • Internet - If the problem is with the Internet, try several other Web sites other than the one that isn’t working for you.

Many problems / malfunctions can never be solved, but can be fixed by the above troubleshooting processes.  If it is truly a problem, it will re-occur.   If it does please make sure you capture the following:

  • Write down (in detail) any error messages you may have received.
  • Be able to tell exactly what you were doing (or trying to do) when the problem occurred.
  • Has anything changed recently (added a new device, moved the computer, etc.)?
What information should I have before calling the WVOT Service Desk?

The more information that you can provide, the better we can help you solve the problem. However, the most helpful information that you can give is:

  • The full name of person(s) having the problem.
  • Phone number where you / they can be reached if not at current office number.
  • Building / Room / Cube of where the problem is if available.
  • Give as much information as possible regarding your specific problem.

What happens to my ticket if the WVOT Service Desk cannot solve my problem?

If the WVOT Service Desk cannot resolve the problem by phone or by remote control, the WVOT Service Desk will assign the ticket to the proper groups / personnel / field technicians or the appropriate subject matter experts. At that time a severity level will be assigned to your ticket for a time frame that one of the above personnel should contact you.
This time frame is to either resolve the issue when they make contact with you, or they may have to work out a time frame for them if they have to come to your office computer location and fix your particular problem.

  • Severity 1 - To be contacted by technician within two business hours after receipt of the ticket.
  • Severity 2 - To be contacted by technician within eight business hours after receipt of the ticket.
  • Severity 3 - To be contacted by technician within two business days after receipt of the ticket.
  • Severity 4 - To be contacted by technician within five business days after receipt of the ticket.
  • Severity 5 - Non-critical - will resolve as time allows.