Desktop Solutions & Telecommunications
The DII Help Desk Specialists role is to provide triage and escalation for implementation and resolution of complex issues involving hardware and software applications supporting business processes which are used by the State of Vermont employees to conduct business.
The team investigates and ensures that responses or resolutions to questions, problems or configuration changes are handled in a timely manner. As many of the applications and services DII offers is via a contracted vendor, the Help Desk Specialists often act as a liaison between the SOV employees and the internal DII team assigned to support the situation through resolution. The DII team also collaborates with other IT organizations and Help Desks to keep the business of the State moving forward. We endeavor to advise our customers of situations where applications fail, network connectivity is disrupted or pending maintenance is planned. We use a variety of media to alert individuals including Footprints Global Tickets, distribution lists which include IT personnel, webpage and printed newsletters and voicemail distribution lists for use when email is impacted.
The Specialists answer, evaluate and prioritize incoming telephone, web, e-mail and in-person requests for assistance from users experiencing a variety of IT problems. Team members are also asked to contribute regularly as Project Team members on upgrades, including test script development, testing and training.
One of the service operating goals is to close 90% of our Footprints requests within 10 Days. Below we have included our most recent three month average.
| SLA Due Date Statistics | |||||
| Jun-09 | Jul-09 | Aug-09 | Avg | ||
| Critical | 100.0% | 100.0% | 91.7% | 97.2% | |
| Urgent | 100.0% | 95.0% | 90.0% | 95.0% | |
| High | 93.8% | 95.2% | 87.6% | 92.2% | |
| Medium | 95.3% | 92.5% | 89.6% | 92.5% | |
| Low | 100.0% | 62.5% | 76.2% | 79.6% | |
