Customer Support Services

Customer Support Services is responsible for the Statewide Service Desk which includes a call center and desktop support for computer hardware, standard software applications, and computer peripherals. Within the call center, first-tier IT support is provided via phone, email, and an online IT Service Management Support System (Cherwell). Desktop support includes physical PC repair, replacement, upgrades, installations, and configurations.

Customer Support Services manages the development, support and maintenance of Cherwell, SharePoint, and the DEP Intranet and Internet Content Management sites.

This program area is also responsible for the facilitation of IT related asset management, such as hardware configurations and software licensing, and DEP’s Electronic Document Management System (OCULUS).