The Customer Service Center serves as an enterprise Service Desk and provides assistance and information necessary to order new products and services, report problems, request information, and/or seek general assistance. The scope of the CSC includes:
IT Service Desk
The IT Service Desk is the initial point of contact for requesting new IT services or reporting technical problems with existing DoIT supported services. The IT Service Desk consists of representatives that collectively possess broad expertise and years of experience delivering customer support. The IT Service Desk responds to an average of 10,000 telephone calls and electronic support requests, as well as processes an average of 3,900 service requests monthly, in support of over 80 State agencies, boards, commissions and other governmental customers.
Network/Telecom Support Desk:
The Network/Telecom Support Desk supports all components of Telecommunications services including voice services (i.e., voice mail, TDD/TTY, Enterprise VoIP, 800 service, etc.), data services (i.e., non-Illinois Century Network T1’s, radio circuits, alarm circuits, LAN jacks, etc.) and wireless services (i.e., cell telephones, smart devices, air cards, hot spots, etc.).
The Network/Telecom Support Desk serves State agencies, boards, commissions, universities, Offices of the Illinois House and Senate and Constitutional Officers.
Fees pertaining to this service are distributed among other Enterprise services in accordance with support.
To procure, modify or cancel a service, select the "Order Services" button near the top of the right pane.
Staff will respond to service requests during the published Business Hours. DoIT targets to provision in accordance with Request Fulfillment guidelines.
Incident Response and Resolution
All incidents reported to DoITwill be captured in the DoIT service management ticketing system and addressed according to the Incident Management Guidelines
To report an incident, click here Report Problems Form
or contact the DoIT Service Desk at 217-524-3648 (Springfield) or 312-814-3648 (Chicago).
This service will be available Monday through Friday 8 AM to 5 PM, unless otherwise requested or scheduled.