Customer Frequently Asked QuestionsPlease note: The Office of Information Technology Service Desk is only for Colorado state agencies and county partners. If you have questions on who OIT serves, please contact us at 303.764.7700 or oit@state.co.us.
The Service Desk is available Monday though Friday, 7 a.m. to 5 p.m. MST, excluding state holidays.
There are three ways to contact the OIT Service Desk:
The length of time to complete a service request differences depending on both the scope of the project/task and the service level agreement between OIT and the agency. We suggest checking in with the technician working on the particular service request to get an accurate estimate of length of time needed.
The customer may contact the technician assigned to their case, or are always welcome to contact Service Desk staff. Additionally, they may access their case ticket via the Customer Service Portal, and communicate with the assigned technician from within the ticket.
If you have to call back on the same request, tell the Service Desk that you have called before and give the technician your CA Service Desk ticket number. It helps us to know what has already been done to try to solve your problem.
To check on the status of a request or ask questions on an existing request, feel free to contact Service Desk using any of the following options:
If you are able to retrieve it, please have your ticket number ready and/or include it in your correspondence so that the Service Desk team can pull it up easily.
I am a state employee, but I never received a password for the Customer Service Portal customer/service desk portal
To login to the portal, retrieve your password, or to receive a password for the first time, follow these simple steps:
I have a central finance question.
Visit the Financial Services FAQ» Common Policy is the methodology used to allocate IT costs to departments. OIT is funded through reappropriated funds and recovers a majority of its costs from an IT common policy line item that is allocated to departments. “Reappropriated funds” means that as OIT’s customers, departments are appropriated funding in their annual budgets and then pay OIT for service provided.
Common Policy based services have their customers, costs, and usage estimated at the start of a fiscal year. The actual usage and amount of money due are then recalculated at the end of the fiscal year.
Common Policy based services include, but are not limited to: email; data storage; IT security; Public Safety Communications; Deskside Support; Service Desk; project management; and back office leadership.
Most of OIT’s services and functions are covered via Common Policy but some services are outside of Common Policy.
Non-Common Policy Services include, but are not limited to: Voice services; short term legislative mandates; new change requests and initiatives; extra project management; ad hoc technical needs.
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