Who You Going to Call?

1. Jason Terri Bev Chris Who You Going to Call? Susan Mae Dan Grover Terry Linda Sabrina Gale

2. But, It’s Not Working! . . . . . Call the Consolidated Service Desk 1-877-482-3233 "Press 1 for DHR"

3. What’s the Cost for this Service? Georgia Technology Authority charges a monthly maintenance fee for each CPU, laptop & network printer if you have a new piece of equipment, there is a monthly lease fee too.

4. A MONTHLY Maintenance Fee (as of 9/30/10) • Active LAN drop $11.86 • Desktop $35.63 • Laptop $41.87 • Network Printer $29.65 To fix your equipment when it's broken

5. Again, If It’s Not Working . . . Call the Consolidated Service Desk 1-877-482-3233 "Press 1 for DHR"

6. If It’s Working, But Assistance is Needed . . . • To reset your Novell password • Assistance logging in • Connectivity to state applications and web sites • General telephone support Again . . . Call the Consolidated Service Desk 1-877-482-3233

7. When To Call the Consolidated Service Desk? • When a desktop, laptop, tablet computer or peripheral is defective or broken • To report an inability to connect to applications or state of Georgia Web sites • Whenever you receive an error code • To report erratic system behavior

8. Other Reasons to Call the Consolidated Help Desk • To request a password reset • For assistance with logging in • For general telephone support, including reporting a telephone outage or degraded telephone service • To report problems with WAN connectivity or an AT&T-supported LAN

9. What To Expect When Calling the Consolidated Service Desk • 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. "Press 1 for DHR"

10. Also . . . . • 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 desk side 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 desk side 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.

11. And . . . • 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. ASK TO ESCALATE THE TICKET!

12. But It’s Not Broken, We Need .. . The Computer and Phone Equipment Request Form . . . Its on the CSH website!Under the Forms menu . . . .

13. Complete a Computer and Phone Equipment Form: • To order any of the following: • a new computer • a new monitor • a new printer (we suggest buying your own) • a LAN port • a remote VPN • To establish access to applications, accounts or the Internet • To initiate a special project for addressing a business need

14. It’s Used to Accomplish A lot! • To arrange the installation of: • desktop, laptop or tablet computers and peripherals, including a local printer or access to a network printer • telephones • software for a desktop, laptop or tablet computer • To arrange the relocation of: • an entire office or work unit, including desktop computers, telephones and LAN connections, etc. • a desktop computer • computer peripherals, including local and network printers • telephones • To request a change to the basic components of a desktop, laptop or tablet computer, such as settings, configurations or additional memory

15. Lead Time for Computer Work • Please allow the following business days lead time: • Workstation break/fix: 2-4 days • Create mappings to workstation printers or file systems: 3-5 days • Install new workstation software after procurement: 3-5 days • Single workstation office move (in the same building): 3-5 days

16. Lead Time for Telecommunications Work • Please allow the following business days lead time: • Single workstation office move (in the same building): 3-5 days • Simple LAN port activation: 5 days • Simple voice line moves/changes for up to 20 lines: 7-10 days • Complex data software changes (e.g. static route, IP addressing): Up to 30 days

17. Need More Help? • Call our Service Delivery Consultant • Kimmy Lundberg • Office: 404-463-0470 • Mobile: 678-255-5945 • Email: kimmy.lundberg@gta.ga.gov • State Agency GETS Lead • Rick Dunn • Office: 404-657-1645 • Email: redunn@dhr.state.ga.us

18. Got Feedback? • Do you have feedback you'd like to share? • Call 1.877.opinGTA to leave a recorded message.