Reminder: The method for ordering VITA services has changed. Please follow the revised instructions in the "How to Order" section, below.

Help Desk Services

Service Catalog Server Image

Price: $0.00

Unit of Measure: Per Unit

Pricing Type: Fixed

Billing Cycle: Monthly

Service Lead: Vernard Brown Vernard.Brown@vita.virginia.gov

Description:

Help Desk Services are the services and activities required to coordinate and to respond to problems and service requests made by the end-users and Commonwealth technical staff. The Help Desk provides a toll-free contact number and is responsible for end to end ownership (e.g., logging, tracking, resolution and reporting) of Help Desk trouble tickets and service requests. Requests for information, Help Desk trouble tickets and service requests shall be resolved by the Help Desk staff or may need to be referred/escalated to more specialized entities for resolution such as VITA staff, a vendor or other designated third parties.

This must be purchased as part of a Personal Computing Services:

Standard Desktop Service: 5 year Refresh Rate - Hardware 
Standard Desktop Service: Premium Upgrade - Hardware 
Standard Laptop Service: 4 year Refresh Rate - Hardware 
Standard Laptop Service: Premium Upgrade - Hardware 
Standard Tablet Service: 4 year Refresh Rate - Hardware 
Standard Agency Owned: Surface Pro 

How to Order

Effective 12/15/18, this service can be ordered from the VITA Service Catalog in the new VITA Service Portal. To submit your request:

  • Customers who have Commonwealth of Virginia (COV) accounts (including executive branch agencies) should access the VITA Service Catalog via the VITA Service Portal to place service requests using the automated form provided in the catalog.
  • Customers who do not have COV accounts (including some local government customers) or customers who are unable to gain access to the portal may order the service by sending an e-mail to the VITA Customer Care Center (VCCC) services desk at vccc@vita.virginia.gov. Please include the following information:
    • The words "Service request" in the "Subject" line
    • The name of the service being ordered
    • The quantity desired (if applicable)
    • Any other information you deem relevant

If you are uncertain as to whether you have a COV account, start by trying to access the VITA Service Portal. If you are unable to do so, then use the email-to-the-VCCC method.

If you need additional assistance, you may check with your agency information technology resource (AITR) or call the VCCC at 866-637-8482.

You will be contacted to confirm that your request has been received and to obtain any additional required information.