Performance Details

Department of Administration - Helpdesk & Enterprise Support

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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

• Helpdesk — Provide myAlaska Call Center support to the public and IT support to State employees and agency staff, including knowledge management, software deployment, workflow automation, and AlaskaNow ticketing.
• Endpoint Management — Deploy software to State of Alaska employee computers, including operating system imaging and provisioning. Manage centralized software patching, updates, and mobile device administration.
• Department Help Desk Client Support (HDCS) — Serves as escalation point for agency helpdesk teams. Recommend solutions for stalled critical or high-priority tickets and serve as a liaison between departmental helpdesk teams and the Office of Information Technology (OIT) Tier 3 (engineering) support.
• Automation and Knowledge Management (A/KM) — Design and implement automations to streamline daily operations. Build and maintain incident and request ticket workflows in the OIT AlaskaNow portal and manage a centralized knowledge repository used by helpdesk teams in all agencies.

Mission Results

Core Services

A: Provide public facing support through the MyAlaska Call Center and support State of Alaska employees with centralized knowledge management, software deployment, workflow automation, and enhanced IT service in AlaskaNow ticketing system. Details >

A1: Helpdesk — Provide myAlaska Call Center support to the public and IT support to State employees and agency staff, including knowledge management, software deployment, workflow automation, and AlaskaNow ticketing. Details > TARGET #1: AlaskaNow Ticketing System Ticket Volumes TARGET #2: Overall Customer Satisfaction for Customers Utilizing AlaskaNow TARGET #3: Incidents and Catalog Tasks Triaged by Service Desk TARGET #4: Total MyAlaska and Service Desk Engagements (Calls and Emails Responded To) A2: Endpoint Management — Deploy software to State of Alaska employee computers, including operating system imaging and provisioning. Manage centralized software patching, updates, and mobile device administration. Details > A3: Department Help Desk Client Support (HDCS) — Serves as escalation point for agency helpdesk teams. Recommend solutions for stalled critical or high-priority tickets and serve as a liaison between departmental helpdesk teams and the Office of Information Technology (OIT) Tier 3 (engineering) support. Details > A4: Automation and Knowledge Management (A/KM) — Design and implement automations to streamline daily operations. Build and maintain incident and request ticket workflows in the OIT AlaskaNow portal and manage a centralized knowledge repository used by helpdesk teams in all agencies. Details >

Performance Detail

Target #1: AlaskaNow Ticketing System Ticket Volumes Methodology: AlaskaNow reporting AlaskaNow Ticketing System Ticket Volumes Fiscal Year Tickets Opened Tickets Closed FY 2025-Qtr4 20,312 20,964 FY 2025-Qtr3 19,132 18,639 FY 2025-Qtr2 17,431 17,521 FY 2025-Qtr1 18,495 18,492 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 Analysis of results and challenges: This represents the total volume of tickets opened in the AlaskaNow ticketing system (submitted by customers) compared to the volume of tickets closed (completed by technicians) in each fiscal quarter. The goal is to close more tickets than are open, which means that we are keeping pace with the ticket load and service demand. Fewer tickets closed than opened represents a building backlog. Please note: The tickets closed/completed column is a cumulative performance across all IT services tracking SCTASK, rather than just the base level RITM reporting, which includes, but is not limited to OIT. This enhances how we interpret the data behind this metric—an intentional step forward in our data maturity that delivers sharper insights and better decision-making. Target Last Modified: 09/29/2025

Target #2: Overall Customer Satisfaction for Customers Utilizing AlaskaNow Methodology: AlaskaNow reporting Overall Customer Satisfaction for Customers Utilizing AlaskaNow Fiscal Year Yes No Total FY 2025 1,060 121 1,181 FY 2024 1,666 165 1,831 FY 2023 1,527 106 1,633 Analysis of results and challenges: This represents the overall customer satisfaction with their IT service encountered while using AlaskaNow. This is a cumulative customer satisfaction rating, including any help that was received from any team (including outside of OIT such as departmental IT staff or even vendors) throughout the ticket`s lifespan. This includes Tier 1 (OIT), Tier 2 (Departmental IT), and Tier 3 (OIT and vendor). Yes is “Satisfied Service” of survey respondents, No is “Unsatisfied Service.” Target Last Modified: 09/29/2025

Target #3: Incidents and Catalog Tasks Triaged by Service Desk Methodology: AlaskaNow reporting Incidents and Catalog Tasks Triaged by Service Desk Fiscal Year Incidents Opened Catalog Tasks Opened FY 2025 41,029 44,395 FY 2024 30,543 45,404 FY 2023 25,315 50,055 Analysis of results and challenges: Overall ticket volume has remained relatively consistent, but the bulk of ticket types has shifted from “incidents” (tickets for unexpected disruptions) to “catalog tasks” (tickets for requesting a service/resource) as we have more accurately categorized, captured, and routed tickets. Target Last Modified: 09/29/2025

Target #4: Total MyAlaska and Service Desk Engagements (Calls and Emails Responded To) Methodology: Internal team tracking/reporting. 2023 and 2024 data is for the PFD season of January through March of each year, whereas 2025"s is for the entire fiscal year. Total MyAlaska and Service Desk Engagements (Calls and Emails Responded To) Fiscal Year Total Engagements FY 2025 29,042 FY 2024-Qtr2 8,362 FY 2023-Qtr2 6,343 Analysis of results and challenges: The MyAlaska team serves Alaskans seeking to file their PFD, among other issues. For this reason, the PFD season is especially busy for the MyAlaska team. Tracking this season through the fiscal years, we can see the overall call volume has increased nearly 50% since FY23. In addition, the team is also responding to emails now and recently took over the calls that were previously going to the GCI Service Center. In 2025 we expanded tracking to include the full year rather than just PFD season. Target Last Modified: 09/29/2025

Last refreshed: 02/13/2026 05:00 pm