Service Desk

As a customer of the Monterey County Office of Education Technology Services Department,  Service Desk is your first line of support.  Service Desk technicians are available to troubleshoot your issues, and if necessary escalate the matter to the next level of support. The process begins when you call 831-755-0322, or email help@monterey.k12.ca.us  to open a trouble ticket. The technician will listen to your problem and evaluate how best to serve your needs. In most cases, the Service Desk technician will be able to resolve your issue. If they can not, you will be issued a ticket number, and a time frame for the next level support technician to contact you. If you need to follow up for any reason, be sure to have that ticket number available so we can reference your ticket.

Our Service Desk process helps us to streamline TS service with the ITIL best practices.  It includes Incident Management, Problem Management, Change Management, Release Management and Configuration Management Database (CMDB).

Incident Management - Restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business Problem Management - Find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents Change Management - Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle Configuration Management Database(CMDB) -CMDB is a centralized repository that holds all the information about all the assets. CMDB also manages the relationship between the Configuration Items (CIs)

Service Desk Team Staff

Call TS Service Desk at 755.0322 for all your technology support needs.