IT Call Center
The IT Call Center (Help Desk) functions as a unit within the Business Services Division. It was originally implemented in 1998, and is currently staffed by courteous and knowledgeable IT professionals.
The IT Call Center can be reached at 515-286-2299 or ITCallCenter@polkcountyiowa.gov
The Call Center operates from 6:30am to 5:00pm Monday through Friday.
After hours or weekend calls are handled by a 3rd party answering service, and redirected to the appropriate on-call support person. The Sheriff's Department has their own on-call staff. The answering service is equipped with instructions that allow them to determine whether a call should be escalated to IT or to the Sheriff's staff. If a problem affects more than one user, or if there is a network outage, the answering service will notify the appropriate support staff immediately. Issues that affect only one user are typically forwarded to the Call Center on the next business day.
All issues reported by County staff or outside parties are recorded in a Help Desk software system. From there, calls can be escalated, reassigned, and marked complete when a resolution has been determined. Additional problem details can be recorded by anyone who works on the issue.
The Call Center staff handles many different types of requests for assistance. Primarily these calls can be categorized as:
- Password or Login resets
- Printer issues
- Workstation issues
- Software questions
- Network issues
In addition to handling normal daily issues, the Call Center staff also performs the following functions:
- Coordinate countywide email communications
- Research equipment prices
- Manage on-site inventory
- Escalate calls / dispatch network technicians