|
State employees,
Your time matters, and we’re committed to making every interaction with the Service Desk smoother and more efficient. That’s why we’re excited to roll out two new interactive voice response (IVR) features that will streamline your support experience from the moment you call.
1. Expedited employee identification
Need to connect with a specific person or department when calling the Service Desk? You can now bypass the standard menu by using an employee's ID number.
If you have the employee's ID number (e.g., from a previous interaction or internal directory), simply enter it using your phone's keypad. The system will automatically retrieve the correct employee's details and route your call directly to them or their department, significantly cutting down on call transfer time and getting you the help you need sooner.
2. Instant outage reporting
Experiencing a widespread service interruption? You can now report it instantly. At the start of your call, the IVR system will announce any known widespread outages.
You’ll then have the option to confirm that your issue is related. Selecting this option instantly logs your location or account as affected. This helps our technical teams assess the scope of the issue and accelerate investigation and resolution, leading to faster restoration for everyone impacted.
We encourage you to utilize these new tools the next time you need assistance!
As always, if you have any questions or concerns, submit a ServiceNow request or call the OMES Service Desk at 405-521-2444 for assistance.
|
