The Systems Operations/Service Desk Division ensures that the computer, telecommunication, business applications are available to enable the City to provide essential services to the community.

Service Delivery Areas

The Systems Operation Service Desk Division provides support in the following areas:

• Service Desk: This is one of the main points of contact to make it easier for customers to report incidents and requests related to technology. The Service Desk reduces operational costs and improves usage of available resources. The technicians coordinate and resolved reported incidents as quickly as possible over the telephone and through e-mail or remote desktop assistance. The Service Desk also provides assistance for other activities such as user account passwords and change requests. The technicians create a tracking ticket based on the type of service required and assign the ticket to the next level of support if they are unable to resolve the incident.
  
• Desktop: These Technical Support Representatives are the first point of escalation if the Service Desk Help Desk Associates cannot resolve the incident. The Technical Support Representatives provide guidance and instruction to the Help Desk Associates to diagnose and resolve incidents as well as provide support based on tickets escalated by the Service Desk. The Technical Support Representatives are also responsible for completing special projects such as major upgrades to operating system and desktop applications. They typically contact the customer to schedule an appointment for an on-site visit or provide support using remote desktop assistance.
  
• System and Storage Administration Services: These services include server administration and management, testing, patch management, anti-virus monitoring, and operating system upgrades.