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Customer Support

133 State Street  (please call if you need to stop by)

Montpelier, VT 05633

For a list of services that DII provides, please go to our Service Catalog.

 

***Information regarding NEW Enterprise Service Desk (LANDesk) Project****

DII Services -- Support Information

For all service and support inquiries, except for voice and network cabling inquiries:

Footprints Helpdesk Ticketing System

Or

Call 802-828-3544 Option 1

For Telecommunication support inquiries, including voice and network cabling inquiries:

Use the COMPCO Ticketing System

Or

Call 802-828-3544 Option 2

Wide Area Network (Govnet) support inquiries:

Use the Footprints Helpdesk Ticketing System

Or

Call 802-828-3544 Option 3

Mainframe/Data Center support inquiries:

Use the Footprints Helpdesk Ticketing System

Or

Call 802-828-3544 Option 4

Hours of Service:

DII Helpdesk: Monday –Friday  7:45 a.m. to 4:30 pm

Data Center Operations: Monday through Friday -6:30am to midnight

Non-Business Hours:

DII after hours coverage of its data center operations, telecommunications, server environment and network monitoring is with Contact Communications. DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours.  Support calls placed after 4:30 PM and weekends will be redirected to Contact Communications.  Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Customer Support SLA

Allocation Fee Information

Other Helpful Links/Information:

Web/Teleconferencing Services

Other State Department Helpdesks

State of Vermont Online Directory
 

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.

Monthly Ticket Statistics


March 2013    
Tickets Received vs. Closed
Received Closed  
1476 1467  




SLA Due Date Statistics       
  Jan-13 Feb-13 Mar-13   3 mth Avg
Critical 100.0% 100.0% 100.0%   100.0%
Urgent 83.3% 100.0% 100.0%   94.4%
High 94.7% 91.7% 94.6%   93.7%
Medium 88.7% 89.4% 89.0%   89.0%
Low 83.3% 60.0% 40.0%   61.1%
SLA Goal -- close 90% of tickets within 10 working days

missed goal - SLA met vs. closed tickets within same month 

March 2013 Customer Survey Results

 Results from 21 surveys submitted

 

 

Number of Surveys Satisfaction Rating Your experience with the Footprints Application Overall satisfaction with the most recent service you received Our responsive-ness Satisfaction with the solution provided - (did it resolve your issue?) Professionalism of the IT Specialist who provided service IT Specialist was knowledge-able
21              
  Very Satisfied/Strongly Agree  0.76 0.90 0.90 0.90 0.90 0.95
  Satisfied/Agree 0.05 0.05 0.05 0.05 0.05 0.00
  Neither Satisfied/Neutral 0.14 0.00 0.05 0.00 0.00 0.00
  Dissatisfied/Disagree 0.00 0.00 0.00 0.00 0.00 0.03
  Very Dissatisfied/Strongly Disagree 0.05 0.05 0.00 0.05 0.05 0.05
  Total Satisfaction 81% 95% 95% 95% 95% 95%
               
  Overall Satisfaction 93%