Customer Service Center (CSC)

Category: Enterprise Desktop Services

​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 monthly, supporting 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.
 

Product Features and Descriptions

​Standard

  • Customer Service Representatives available to assist in completing IT and Telecommunication service requests or address incidents
  • Electronic incident reporting interface
  • ​Standardized Service Management ticketing system
  • Electronic response and resolution notifications
  • ​​Tier 1 incident diagnosis/resolution and escalation to Tier 2 support

Rates and Billing

 Fees pertaining to this service are distributed among other Enterprise services in accordance with support.  

Ordering and Provisioning

Service can be procured, modified or cancelled by selecting the "Order Services" button near the top of the right pane.

DoIT Responsibilities

  • Maintain currency and effectiveness of service management processes
  • Maintain currency of staff support competencies
  • Provide the Service Desk ticketing system for use to capture, assign, track and resolve of all technical incidents and requests
  • Provide 24/7 system availability and staffing for the DoIT Service Desk service
  • Provide instruction and training on product use
  • Notify agencies of server issues that may impact or interrupt performance
  • Monitor usage and maintain statistics and data for Service Level Agreement verification and other management purposes
  • Provide Tier 1 support to include performing initial incident diagnosis and troubleshooting steps to identify the cause and resolution of the incident.
  • Provide escalation of complex incidents to Tier 2 support

Agency Responsibilities

  • Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements

Service Levels and Metrics

Service Fulfillment/Provisioning

Staff will respond to service request during the published Business Hours. DoIT target to provision in accordance with requesting entity's size, complexity and readiness. 

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).  
 
Service Availability
This service will be available Monday through Friday 8 AM to 5 PM, unless otherwise requested or scheduled.