The purpose of the Commonwealth Service Desk is to provide assistance and support for all statewide customers who use the Commonwealth of Kentucky's IT infrastructure shared services. We provide a centralized calling center environment that handles an average of 7,000 calls per month with trained analysts who assist with support for services such as enterprise e-mail, LAN/WAN, KY Information Highway (KIH), servers (mainframe, Wintel, UNIX and related applications), and Internet issues.
All analysts provide quality service within a timely manner by entering all reported problems and requests into the Remedy Action Request System. IT customers will always receive a ticket number for their request and will be able to contact the Service Desk with the ticket number to obtain a status.
Additionally, we provide enterprise reporting including performance metrics, outage analysis, and trend analysis to measure resource availability.
Management of the Commonwealth Service Desk is provided by the Division of Client Services within COT's Office of Infrastructure Services (OIS). Within this division, the Customer Service Branch is responsible for staffing and operation of the service desk. The primary goal of this branch is to serve as a single point of contact for customers to request all types of computing products and services from COT.
As a single point of contact, the Enterprise Service Desk will provide customers:
- Convenience
- Efficiency
- Effectiveness
- Responsiveness
- Accountability
IT customers will always receive a ticket number for their request and will be able to contact the Service Desk with the ticket number to obtain a status. All requests are then recorded, tracked, monitored and used to generate performance metrics to better serve our customers.
Office Location
Commonwealth Service Desk
120 Glenns Creek Rd.
Frankfort, KY 40601
502-564-7576
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