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Office of Management & Finance

Bureau of Technology Services

Front Desk: 503-823-5198

BTS HelpDesk: 503-823-5199

1120 SW 5th Avenue, Suite 450, Portland, OR 97204

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Helpdesk 823-5199

 

 

Service Name

BTS Help Desk

BTS Service Owner

Support Center

Service Description

For all City Bureaus the HelpDesk is the primary point of contact for all BTS supported technology.

  • Support requests
  • Change requests
  • New employee setup (Note: Bureaus must enter new employees in SAP before BTS can begin setting up accounts and services.)
  • General user issues

All calls and e-mail requests are logged into the HelpDesk ticketing system

Included Service Features (included in the standard cost)

  • Staff will troubleshoot and attempt to resolve the problem or service request on the phone, and where appropriate may use remote desktop support tools.
  • If they are unable to resolve the problem/request, the staff will forward the problem/request to the appropriate technical or business unit within BTS.

Help Desk Priority Matrix

This table is used to establish the priority given to incoming incidents and Service Requests to the BTS Help Desk. Priority is determined based upon business impact and the urgency of the situation. 

Display of Incident Priority matrix

 IMPACT (From   the perspective of BTS)

Impact measures the degree to which the business of the City is disrupted by this   incident.

  • HIGH – Essential business functions are halted. A group or a large number of people cannot continue working until this incident is resolved. Service outage is potentially costing the City for every minute of delay. Typically this is when the outage impacts an entire department or Bureau.
  • MEDIUM – A group of people cannot work, or an important business function is being delayed. The work of the City continues, but this function is needed. Delay in resolution could cause problems. Typically this is for small        group or a VIP.
  • LOW – Impact to City business is limited. There would be no impact to City services if this problem still existed in 5 working days. Typically this is a single user.

URGENCY (From the perspective of the customer) 

Urgency measures the speed with which the customer believes this incident must be resolved.

  • HIGH – Every minute counts. This incident needs to be resolved immediately. Incidents involving a VIP, an elected official or a public safety officer receive a HIGH Urgency rating. Compliance deadlines or high visibility can also  result in a HIGH Urgency rating.
  • MEDIUM – People are waiting. Restoration of service is needed quickly. A customer’s request for faster response is sufficient for a MEDIUM Urgency rating.
  • LOW – People are inconvenienced and looking forward to the restoration of service.

Emergency prioritytreated as a “Major Outage” for response.

Problem Resolution

  • Based on the priority of the problem, BTS will develop a plan of action and identify the mix of IT resources required to   address the problem in the most efficient and effective manner so as to minimize disruption to bureau business operations.

Support Matrix

Billable Service Features (not included in the standard cost)

Includes, but not limited to:

  • Installation, upgrades of non-standard software with an Approved Exception. Contact your Technology Business   Consultant to initiate an exception. (link to TBC page)
  • Installation, setup, and support of non-standard hardware with an Approved Exception

 BTS Rate Sheet FY 14 - 15

Customer Responsibilities

  • Abide by City Admin rules   concerning use of City property/resources
  • Install only city licensed and approved software. Intentional unlicensed software installation is a criminal offense and is a violation of City Admin rule BTS 2.01.
  • Request must be made by a bureau authorized individual

Service Hours, Support and Scope

Standard support available during   business hours 7:00am – 4:30pm M-F

Service Level Targets

  • Average Help Desk customer satisfaction ratings of 4 or higher (Scale of 1-5 )
  • 90% of calls answered within 20 seconds

Service Initiation

To initiate service, you can do either:

  1.   Enter   a service ticket at: //helpdesk.city
  2.   Send an email to: btshelpdesk@portlandoregon.gov
  3.   Call the BTS HelpDesk between 7:00am - 4:30pm M-F at: 503-823-5199

Altiris

The City of Portland uses Altiris on every Desktop, Laptop, and Server to keep track of the device, to update its software, and to access the computer via remote control.