QUESTION
How do I use the 501tech Service Desk?
ANSWER
501tech operates a Service Desk in order to provide the best possible support to our clients. The Service Desk can be reached at (918) 591-2448.
ELIGIBILITY FOR SERVICE DESK ACCESS
In order to maintain the security of our clients’ IT environments, callers must meet the following criteria before 501tech staff are able to assist. If these criteria cannot be met by the caller, 501tech will provide direction on how to remedy the situation so that they can call back in at another time and obtain assistance.
The caller must have a 501tech helpdesk account. If the caller does not have a helpdesk account, they will need to work with their supervisor or HR contact to have one created. When one of our clients’ hires new staff, they are supposed to open a “New Employee Account Creation” ticket which results in a helpdesk account being created.
The caller must be able to verify their identity by either knowing their passphrase or by being reachable via the office number stored in their helpdesk profile. If the caller identity cannot be verified by one of these methods, 501tech staff cannot to assist the caller. 501tech staff will provide the caller with direction and/or documentation that will allow them to update their profile so that their identity can be verified on their next call.
SERVICE DESK HOURS
The Service Desk is open Monday through Friday from 8:15am until 4:45pm. We are closed for New Year’s Day, Martin Luther King Jr. Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, Christmas Eve, and Christmas Day.
EMERGENCIES
501tech responds to emergency issues via our emergency line which is answered 7x24x365. So that non-emergency issues are not reported via the emergency line, this phone number is only provided to agency leadership and the 501tech client liaison. If you have an emergency issue but do not have the number, please contact your leadership or the 501tech liaison for your organization. Emergencies generally entail organization wide issues such as network/server outages, or security problems like ransomware notices.