HELP DESK
Jefferson County's ITS Service Desk provides 24-7 technical support for county customers, giving you a single point of contact to report system outages, resolve technical issues and request new services, resolving issues quickly to get you back online.
Single Point of Contact:
With your phone call, email or visit to our service desk portal, your ticket will be routed to one of our PC Technicians. Your tech will pinpoint your technical issues and quickly respond to keep downtime to a minimum.
Issue Status Updates:
Our service management system allows us to dynamically see the status of your service ticket, incident history and assists us with keeping you informed as we resolve your technical issues.
The Help Desk is the first line of support and vital to the success of not only the ITS division, but all Jefferson County employees Our goal is to ensure that your devices are working properly so you can take care of the citizens of Jefferson County.
HELP DESK PERFORMANCE MEASURES
Measure Name 2023 Resources (Input) Number of service desk support staff 8 Workload, Demand and Production (Output) Number of support tickets received via phone 54% Number of support tickets received via email 11% Number of support tickets received via walk-in 3% Number of support tickets received via web-portal 32% Total number of service desk support tickets received 6890 Total number of Phone Calls received by Service Desk 6608 Average Number of Phone Calls handled by Service Desk each week 130 Efficiency Average number of service desk support tickets per staff 8 Average number of service desk support ticket closed/resolved 99%
Average elapsed time to resolve an issue
2 days
Jefferson County's ITS Service Desk provides 24-7 technical support for county customers, giving you a single point of contact to report system outages, resolve technical issues and request new services, resolving issues quickly to get you back online.
Single Point of Contact:
With your phone call, email or visit to our service desk portal, your ticket will be routed to one of our PC Technicians. Your tech will pinpoint your technical issues and quickly respond to keep downtime to a minimum.
Issue Status Updates:
Our service management system allows us to dynamically see the status of your service ticket, incident history and assists us with keeping you informed as we resolve your technical issues.
The Help Desk is the first line of support and vital to the success of not only the ITS division, but all Jefferson County employees Our goal is to ensure that your devices are working properly so you can take care of the citizens of Jefferson County.