Service Desk
Working with the DIT Service Desk
Before you contact the DIT Service Desk
The DIT Service Desk is the front line for receiving and resolving customer-submitted incidents and service requests. We operate 24/7 to provide customers with advice, guidance, and the rapid restoration of services. Our agents log incidents and requests into our IT service management system and either resolve the issue or escalate it to the next level of support.
Before contacting us about a service-related problem, such as an outage, please check the DIT Service Status postings on the Customer Communications Hub to see if it has already been reported.
How to contact the Service Desk
Phone (919) 754-6000 or (800) 722-3946 toll free
Use the phone only for time-sensitive, critical requests. Calls to the Service Desk do not go to voicemail; they are answered in the order in which they are received.
Email dit.incidents@nc.gov
Use email only for noncritical issues. All incidents received by email are automatically assigned a lower priority for resolution.
When contacting us, please provide as much information as possible, such as:
- Your name, phone number and email address
- Whether you work for state or local government
- The agency, school or entity where you work
- Whether the issue affects only one user, many users, an entire agency or multiple agencies
- Detailed description of the issue or request
- The business impact, including critical applications affected.
Why you should contact the Service Desk
The DIT Service Desk is the single point of contact for receiving, logging, classifying, prioritizing, resolving and escalating incidents and service requests within all DIT services. The DIT Service Desk serves as the primary communication channel between DIT services and our consumers, and is focused on quality and constancy of all DIT services. The Service Desk is available 24/7 to provide customers with advice, guidance, and timely responses.
Contact the DIT Service Desk for the following incidents and service requests:
- NC Identity Management (NCID) and Enterprise Active Directory Services (EADS) issues (Self-Service NCID password reset)
- Note: The Service Desk can only unlock non-DIT accounts; for password resets, users must contact their local Directory Administrator (DA).
- Network deployment and support for Local Area Network (LAN), Wireless Local Area Network (WLAN) and Wide Area Network (WAN)
- Telephony support for traditional Centrex and Managed PBX to modern Enterprise IP Telephony (EIPT) solutions
- Provisioning and platform support for Mainframe, Distributed (AIX, Linux, Solaris and Windows) and Database (DB2, Oracle and SQL) Hosting
- Managed Desktop Services support on hardware, software and peripherals
- Enterprise Application support for Email, Calendars & Protection and IT Service Management (ITSM)
- And more…see the DIT Service Catalog for additional services.
For DIT employees working in DIT facilities, contact the Service Desk for the following incidents and service requests:
- Issues with badge access and security
- Requests for writing, editing, and graphic design services from DIT Legislative and Public Affairs
- Requests for additions and edits on the DIT website
- Issues or concerns with DIT facilities, for example:
- Plumbing
- Temperature control
- Safely and securely hanging signs, artwork, and other items
- Office setup
- Potentially hazardous issues, such as unsecured fixtures, tripping hazards, etc.
(DIT employees working from other state facilities should follow the guidelines of the department which manages the facility.)
The DIT Service desk uses the IT Infrastructure Library (ITIL) framework and follows IT Service Management (ITSM) best practices.
Submitting a ticket
Your call or email to the Service Desk generates a "ticket" in our IT service management system. You will automatically receive an email confirmation with the ticket or reference number. This email confirms that the incident or service request has been logged at the DIT Service Desk, and that it is being assigned to a work group.
When contacting us, please provide as much information as possible, such as:
- Your name, phone number and email address
- Whether you work with state or local government
- The agency, school or entity where you work
- Whether the issue affects only one user, many users, an entire agency or multiple agencies
- Detailed description of the issue or request
- The business impact, including critical applications affected.
Ticket Prioritization
The Service Desk assigns a priority to every incident or service request that is initiated. Our Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources. The following chart shows the target status update and target resolution times by priority.
| Priority | Target Customer Status Update | Target Resolution |
|---|---|---|
| Critical | Every 60 minutes or as agreed with the customer(s) | 4 hours or less |
| High | Every two hours or as agreed with the customer(s) | 8 hours or less |
| Medium | Upon request | 24 hours or less |
| Low | Upon request | 3 business days |
The priority assigned to a ticket depends on:
- Impact on the business—size, scope and complexity of the incident
- Urgency to the business—time within which resolution is required
- Resource availability
- Expected effort in resolving or completing a task
For more information about prioritization of tickets, updates, resolution and service requests, please see the Global Service Levels.
Customer communication and ticket escalation
The Service Desk will update customers as incidents are being worked and upon incident resolution. We will also provide communications when incidents or outages occur that may impact customers through our Customer Communications Hub. Customers should visit the Communications Hub to self-register for communications regarding services and to view service status.
The DIT Service Desk is the single point of contact for initiating all incidents and service requests, including any requests for ticket escalation. Please contact us at (919) 754-6000 or toll free at (800) 722-3946, or email dit.incidents@nc.gov.
Common issues for the DIT Service Desk
NCID
NCID passwords
About half of all calls to the DIT Service Desk deal with resetting NCID passwords. However, the NCID Self-Service Password Reset application allows users to reset their passwords and unlock their own accounts. The application also allows users to update their security, or "challenge," questions.
When users are not able to resolve their NCID issues with the self-service application, they should seek assistance from the DIT Service Desk:
- DIT Service Desk staff members are able to unlock any state employee's NCID account.
- However, the Service Desk can change NCID passwords only for Department of Information Technology employees.
- State employees who do not work for DIT should contact their agency administrators (pdf) for help in resetting their passwords.
- NCID users who are private citizens or business owners should call the DIT Service Desk for direct assistance.
Problems with NCIR access
Users who have difficulty accessing the North Carolina Immunization Registry application from the NCID log-in page should navigate directly to the NCIR site and log in. It is possible that the link between the two sites is temporarily down.
Microsoft Office and Outlook logins
State employees having difficulties in accessing their emails and calendars in Outlook or Office 365 should go to the NCID site to check if their accounts are locked or their passwords have expired. The NCID Self-Service Password Reset application allows users to reset their passwords and unlock their own accounts.
Office 365/Outlook Login: https://login.microsoftonline.com
BEACON access
State employees having difficulties in accessing the Integrated HR-Payroll System (formerly known as BEACON) should go to the NCID site to check if their accounts are locked or their passwords have expired. The NCID Self-Service Password Reset application allows users to reset their passwords and unlock their own accounts.
State government contact information
Contact information for agencies, as well as phone numbers for state employees, are available on the state portal, NC.gov. The DIT Support Desk can help state employees correct errors in this published information. Website information for state agencies, community colleges, and universities available from the state portal.
State cell phones
State employees should contact their cellular providers directly for the following issues regarding their state-issued cellular phones:
- To request a new cell phone
- To have a cell phone disconnected
- To get a cell phone repaired
- To request changes to the features on a cell phone
- To request changes to the billing on a cell phone
Please refer to the Cellular Telephone section of the DIT Service Catalog for a list of the state government cellular contract vendors' secure websites.
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