Home » Calling the Consolidated Service Desk: What you can expect
Calling the Consolidated Service Desk: What you can expect
The Consolidated Service Desk Level 1 support team is available around the clock, every day at 1.877.GTA.3233 (1.877.482.3233).
More than 80 percent of calls are answered within 60 seconds.
You will be asked for your name, agency, e-mail address and phone number.
Your request will be assigned a ticket number for tracking purposes. Requests are prioritized based on business criticality and impact, such as the number of users affected.
Level 1 analysts are able to resolve many hardware, networking and telephone issues. They are equipped to answer most usage questions (“How do I…”) regarding standard off-the-shelf applications as well as some issues with non-standard applications. About 30 percent of the problems called into the Consolidated Service Desk are resolved on the first call.
If the Level 1 analyst cannot resolve your problem, your ticket will be assigned to a technician (Level 1.5 support) for further attention. Technicians are available Monday-Friday, 7:30 a.m. to 5:30 p.m., excluding state of Georgia holidays. They run diagnostics and perform advanced troubleshooting remotely, and they may order parts as needed.
If the Level 1.5 technician cannot resolve your problem, the problem ticket will be assigned to a Field Services technician (Level 2 support) who will then arrange a deskside visit. You can expect a Field Services technician to arrive within two to three business days, depending on your location.
You can expect to find a “leave behind” card on your desk anytime a technician has made a visit. The card is given to you or left on your desk. It includes the technician’s name, the date and time of the deskside visit, and the number of the problem ticket. Having the information handy will make it easier if a follow-up call to the Consolidated Service Desk is necessary.
When an issue is resolved, you will receive an automated e-mail. You will then have three business days to call the Consolidated Service Desk if it seems the issue is not, in fact, resolved. If you do not respond within three days, the ticket will be closed.
If you do not hear back in a timely manner from the Consolidated Service Desk or otherwise think your problem is not being properly addressed, you can easily escalate your problem by calling the Consolidated Service Desk and asking to speak to a team lead.
Customer satisfaction with the Consolidated Service Desk is continuously measured through surveys. These surveys are e-mailed every day to 20 percent of customers whose tickets are closed. If you receive a survey, please take a few minutes to complete it. Your feedback is important.