Title VI, Section 417 – Information Services Helpdesk Support

A. Purpose

             The purpose of this procedure is to describe the components of Information Services Helpdesk Support.  

B. Components of PC Support

Helpdesk

The ISD Helpdesk is the County user's one-stop shopping for telephone support for Desktop, Application, Server and printer support.   Callers should be prepared to spend the time to identify clearly and specifically the problem they are trying to solve.  All calls are logged into our tracking system called RT and each incident receives a ticket number.  Tickets are assigned to the area within ISD best poised to solve the specific issue. To reach the Helpdesk, users call ext 2901.   The Helpdesk is staffed Monday through Friday from 8am to 5pm.   After hours support is provided via the Data Center (at the same number). 

Desktop Support

The ISD Helpdesk or Team 1 provides desktop support.   The ISD Helpdesk staff on the phones will ask some questions and provide basic troubleshooting to determine how to resolve the issue.   If the issue cannot be resolved over the phone, ISD Helpdesk staff will deploy a "runner" to go to the desktop location, troubleshoot and resolve the issue.   Desktop support includes hardware and software support.   Desktop support services are included in the Network Connection Fee (NCF) charged to each department.

PC Replacement and New Purchase Program

The County practice is to purchase PCs/Laptops on a four-year cycle. The machines are purchased with a four-year warranty.  ISD negotiates pricing with our vendors, places orders and configures, installs and supports these machines during their lifecycle.  ISD will bill back the requesting Department as the equipment arrives.   ISD tracks the warranty and notifies County departments how many machines will need to be purchased and replaced in a given Fiscal Year. This notification occurs annually, in tandem with Budget Instructions.    Software licenses are generally transferred from the retiring to the replacement machine.   In some cases, major upgrades by the vendor may require a new license.

Departments intending to purchase additional new hardware are asked to notify ISD during the Budget Cycle.  Departments should also plan to purchase software licenses for all new equipment. Generally, Microsoft operating systems and office licenses are the most common purchases.   ISD has handy online forms that allow Departments to identify software needs for new machines when an order request is made. 

Departments are strongly encouraged to replace machines every four years.    Machines under warranty are fully supported by ISD.

Software purchases for operating systems and for standard desktop applications should be made via the ISD Helpdesk operation.  This allows all County departments to enjoy the improved purchases prices made possible by volume sales.  All media purchased through ISD will be retained by ISD after installation is completed on the target machine.  This will help ensure proper software registration and license requirements are met.

      C.    Support Policy

           Helpdesk support is available for all County-owned PCs that meet adopted standards and for County-standard software running on such PCs.  All PCs purchased by ISD will be bought with a 4 year warranty.  All machines under warranty will receive full support.  Machines not covered by warranty will be supported in a limited fashion, and will not receive priority scheduling.

      D.    Procedures

The ISD Helpdesk or Team 1 provides desktop support.   To reach the Helpdesk, users call ext 2901.  Service requests may also be made electronically by sending an email to ISD Helpdesk.  All emails will be automatically routed to our ticket tracking system and appropriately dispatched.  For any Departmental Computer Coordinator (DCC), they can take advantage of online forms for ordering services, which are available through the ISD Intranet.  Only DCCs have access to these forms; all county staff have access to the Helpdesk call center or to the ISD Helpdesk email distribution. 

The Helpdesk is staffed Monday through Friday from 8am to 5pm.   After hours support is provided via the Data Center (at the same number).  The ISD Helpdesk staff on the phones will ask some questions and provide basic troubleshooting to determine how to resolve the issue.  Callers should be prepared to spend the time to identify clearly and specifically the problem they are trying to solve.  All calls are logged into our tracking system called RT and each incident receives a ticket number.  Tickets are assigned to the area within ISD best poised to solve the specific issue.  The tickets are kept updated and then closed when the issue has been resolved.