​Enterprise Service Desk (ESD)

The Enterprise Service Desk (ESD) is 24x7x365, providing customers with a single point of contact for any agency or Division of Enterprise Technology (DET) service. ESD utilizes Information Technology Service Management (ITSM) best practices to record, route, and manage the timely response to all incidents and service requests. In addition, they help citizens with account maintenance/password issues for mainframe public logon IDs and Web Access Management System (WAMS) IDs. The ESD also facilitates escalations and communications for the portal, enterprise, and agency events, all while monitoring for resolutions to me​et agreed-upon service levels.​​

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