Service Desk

West Virginia's Office of Technology Service Desk

The WVOT Service Desk provides a single point of contact for all your technology needs. The WVOT Service Desk is available 24 hours a day, 365 days a year. We are staffed Monday through Friday during regular business hours with afterhours live support available for emergencies. But, if you call during peak hours, or if all agents are on the phone, you can leave a voice mail and the problem will be entered into the WVOT Service Desk problem reporting database.

When you call the WVOT Service Desk, the calls are logged into a tracking database. When we enter the call into the database, we give you a ticket number for your particular issue, allowing you to track the progress of the resolution.

Our peak times are Monday mornings, and the first workday morning after a holiday. If all analysts are on the phone, you can leave a voice mail or send an email. If your call requires immediate attention, and you don’t want to wait for an analyst, consider contacting your Customer Relationship Manager.

What should I do before calling the WVOT Service Desk?

• If you are having trouble logging on, make sure it is your logon ID / Network ID and that Caps Lock / Num lock is either on or off depending on your password.

• Check all power connections to the power outlet or surge protector. Check the back of the machine for securely connected cables for the power, video, mouse, keyboard, ethernet cables, etc.

• Close and restart the application 

• Restart / Re-Boot / Shutdown the computer and logon fresh (Leave it off for 30 seconds, then turn the computer back on. Restarting is a simple action that solves a lot of random problems, and may save you the trouble of calling the WVOT Service Desk).

• If you suspect you may not be the only one having the problem with network / internet / printing etc… consult your co-workers.  If you find out it is your whole office or workplace let everyone know you are calling so everyone doesn’t call for the same problem to the WVOT Service Desk.

• Internet - If the problem is with the Internet, try several other Web sites other than the one that isn’t working for you.

If it is truly a problem, it will re-occur. If it does please make sure you capture the following:

• Write down (in detail) any error messages you may have received.

• Be able to tell exactly what you were doing (or trying to do) when the problem occurred.

• Has anything changed recently (added a new device, moved the computer, etc.)?

What information should I have before calling the WVOT Service Desk?

• The full name of person(s) having the problem.

• Phone number where you / they can be reached if not at current office number.

• Building / Room / Cube of where the problem is if available.