Customer Service

Commonwealth Service Desk

The Commonwealth Service Desk (CSD) is the first point of contact for all statewide customers who use the Commonwealth of Kentucky's IT infrastructure shared services. The CSD aims to assist you with all of your technology needs.

We are staffed with Information Technology Infrastructure Library (ITIL) trained and HDICertified Service Desk Analysts who assist with support for services such as enterprise e-mail, local and wide area network connectivity, KY Information Highway (KIH), servers (Windows, Unix, mainframe) and related applications and Internet issues. All requests are tracked and monitored to ensure timely resolution.

Services Provided:

  • General information about COT services
  • Password Resets (Active Directory, Mainframe, Voice Mail, KHRIS, VPN, and others)
  • PC hardware troubleshooting
  • Support for desktop applications, including Microsoft Office, web browsers, and encryption software
  • Assistance with mainframe programs and printers
  • Reporting of telephone and network outages
  • Intake and tracking of all other support and service requests

Agency Contacts:

Agency approval is required when requesting COT Services. The Agency Contact Listing provides authorized Human Resource, IT Services, Compliance, and Security Contacts for each agency.

Requesting Service:

When contacting the CSD provide as much detail as possible about your request including:

  • your name (and Windows userID if applicable),
  • your agency/department name,
  • your telephone number,
  • your physical location (location of issue),
  • and a complete description of your request.

 

 Telephone:

Frankfort Area: 502-564-7576
Toll Free: 800-372-7434

 All urgent issues should be reported by telephone.

 

 

 E-mail:

CommonwealthServiceDesk@ky.gov

Send an E-mail with a description of your request in the subject line such as "Trouble with email".

Please Note: E-mails are processed only during business hours. Requests submitted outside business hours will be processed the following business day.
 

Self Service:

If you are a  ky.gov user, you may use our ITSM Self-Service portal at https://heat.ky.gov. Just enter your Windows logon credentials to view service alerts, report an issue, or check the status of an existing ticket.  
To view a short video on how to use ITSM Self-Service, click here.



 

This page was last modified 9/1/2016 1:42 PM
 

Hours of Operation:

Monday - Friday 6:30am - 6:00pm
Saturday 7:30am - 1:00pm

(Eastern Time Zone)

The Service Desk offers comprehensive support services during these hours.

Emergency support is available from COT 24 hours a day, 365 days a year by calling (502) 564-7576 or toll-free (800) 372-7434.

We look forward to providing you with great Customer Service!