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State of AlaskaOffice of Management and Budget

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Performance Details

Department of Administration - Helpdesk & Enterprise Support

Mission

Supports departmental help desk staff by providing the Service Desk / Customer Contact center, common IT ticketing systems, IT process standardization and automation, knowledge management and endpoint engineering for the patching, software deployment and imaging of workstations, and mobile device management.

Core Services

  • End User Services - Manage the enterprise incident and request ticketing system; support hardware deployment and demobilization; provide productivity tools training; software deployment; accounting provisioning and recovery.
  • Department Help Desk Services — Tier 1 trouble ticket triage, trouble ticket workflow automation and knowledge transfer across department groups, and end user device management (patching and imaging).
Arrow GraphicMission Results Core Services
A: Improve customer satisfaction with OIT services, working with agencies to assure needs are met. Details >
A1: End User Services - Manage the enterprise incident and request ticketing system; support hardware deployment and demobilization; provide productivity tools training; software deployment; accounting provisioning and recovery. Details >
  • TARGET #1: Service Desk response times within published SLA; Customer Satisfaction >95%
A2: Department Help Desk Services — Tier 1 trouble ticket triage, trouble ticket workflow automation and knowledge transfer across department groups, and end user device management (patching and imaging). Details >

Performance Detail


A: Result -Improve customer satisfaction with OIT services, working with agencies to assure needs are met.
A1: Core Service - End User Services - Manage the enterprise incident and request ticketing system; support hardware deployment and demobilization; provide productivity tools training; software deployment; accounting provisioning and recovery.
    Target #1: Service Desk response times within published SLA; Customer Satisfaction >95%
Service Desk Performance and Customer Satisfaction
Fiscal Year
Tickets Opened
Tickets Closed
FY 2024-Qtr4
18,504
18,414
FY 2024-Qtr3
16,576
16,827
FY 2024-Qtr2
16,990
16,460
FY 2024-Qtr1
18,028
18,023
FY 2023-Qtr4
21,422
21,221
FY 2023-Qtr3
19,543
19,179
FY 2023-Qtr2
18,104
18,550
FY 2023-Qtr1
18,834
19,127
Analysis of results and challenges: The Divisions continued implementation of a new service desk ticket system. AlaskaNow tracks open/closed ticket data, and we are currently working on implementing customer satisfaction scoring and metrics for responses within SLA.

Target Last Modified: 10/02/2024


A2: Core Service - Department Help Desk Services — Tier 1 trouble ticket triage, trouble ticket workflow automation and knowledge transfer across department groups, and end user device management (patching and imaging).

Last refreshed: 05/12/2025 12:00 pm