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About the WVOT's Service Desk
About the WVOT's Service Desk
The WVOT service desk is your single point of contact for IT support, offering multiple ways to resolve issues quickly. Our service desk is available 24 hours a day, 365 days a year. We provide comprehensive staffing during regular business hours (Monday through Friday), with live support available around the clock for all emergency issues.
How to Get Help
How to Get Help
The IT support portal is your one-stop shop for all IT needs. It's designed to help you quickly find solutions and request services without delay.
Submit an Incident for technical issues.
Access the Knowledge Base to resolve common problems yourself.
Browse the Self-Service Catalog to request popular IT equipment and services.
Call or Email
Call or Email
We are also available by phone and email if you need to speak directly with a technician.
Phone:
Local: (304) 558-9966 | Toll Free: (877) 558-9966
Calling is highly recommended for urgent issues that require an immediate response (e.g., system outages, critical failures). It is the fastest way to connect with live support.
Email: servicedesk@wv.gov
Best for non-urgent requests and general inquiries.
Before You Call: 3 Steps to Fix Your Issue Now
Before You Call: 3 Steps to Fix Your Issue Now
Check Power & Cables
Check Power & Cables
Ensure all devices are plugged in securely and power lights are ON
Restart/Reboot
Restart/Reboot
Close the affected application, or restart your computer/device entirely.
Check With Coworkers
Check With Coworkers
Ask coworkers if they are experiencing the same issue (especially for network or shared services).
Service Ticket Escalation & Response Times
Service Ticket Escalation & Response Times
When the WVOT Service Desk cannot resolve your problem remotely, the ticket is escalated to the appropriate groups (personnel, field technicians, or subject matter experts) and assigned a Severity Level. The contact time frame is used for the technician to either resolve the issue during the initial contact or to schedule a time for an on-site visit to your office computer location.
- Severity 1: CRITICAL (Immediate Business Impact)
Description: The issue affects a large number of users or prevents a core government function/service (e.g., system-wide outage, inability to process online payments).
Response Time: A technician will contact you within 2 Business Hours of ticket receipt
- Severity 2: HIGH (Major User Impact)
Description: The issue significantly impacts a single user or a small group, preventing them from performing essential job functions (e.g., single user computer failure, printing is down for one office).
Response Time: A technician will contact you within 8 Business Hours of ticket receipt.
- Severity 3: MEDIUM (Moderate Impact)
Description: The issue involves non-critical system components, minor software errors, or general "how-to" questions that do not stop work completely.
Response Time: A technician will contact you within 2 Business Days of ticket receipt.
- Severity 4/5: LOW (Non-Critical & General)
Description: Requests for minor enhancements, installations, general inquiries, or issues with a workaround available.
Response Time: These tickets are resolved as time allows, typically within 5 Business Days.
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