ETS Customer Service Desk Now Provides After Hours Support

woman on phone
The Enterprise Technology Services’ Service Desk provides the County with a centralized point of contact for technical support for various IT related issues. In addition to services provided during normal hours of operation, the ETS Service Desk is now providing after hours support for Active Directory Password resets and Priority 1 service calls only. All other requests will be documented and logged into the Service Desk Express system for response the next business day. ETS Service Desk can be reached at 954-357-8600.

ETS Service Desk Normal Hours of Operation
Monday - Friday • 7:30 a.m. - 5:30 p.m.

ETS Service Desk After Hours Support
Monday – Friday • 5:30 p.m. - 7:30 a.m.
Saturday and Sunday: 24 hours

ETS Service Desk After Hours Services
• Active Directory password resets (minimum of 1 hour response time)
• Priority 1 calls

The Aviation Department, Transit Division, Port Everglades and Libraries Division maintain separate Help Desks. Staff should contact their agency directly.

Aviation Help Desk After Hours Services
Monday – Friday: 24 hours
Call 954-359-2381

Transit Help Desk After Hours Support
Monday – Friday • 5:30 p.m. - 7:30 a.m.
Saturday and Sunday: 24 hours
Call 954-357-8600, press option 2

Port Everglades Help Desk
Monday - Friday • 24 hours, 7 days a week
Call 954-468-0100

Library Help Desk
Monday - Thursday • 8 a.m. - 9 p.m.
Friday -Sunday • 8 a.m. - 5 p.m.
Call 954 357-8620

What is Priority 1?

Priority 1 (P1) problems affect multiple customers, causing cessation of work within an entire department or group. ETS will create a Service Desk Express (SDE) incident record and assign to either support staff directly or to the appropriate support staff group. ETS Service Desk will create a P1 notification, which automatically notifies the ETS Priority Alert distribution list of a P1 event.

Examples of a Priority 1 problem: Service request for the non-availability of an application server, file server or communications failure.

Response: Within the first 15 minutes of notification during normal business hours (7:30 a.m. – 5:30 p.m.) the appropriate personnel will acknowledge the incident and begin working on the problem. The Service Desk will receive a return call from the assigned technician to inform them the problem is being addressed. After hours support will be managed by an Interactive Voice Recording phone service, which will create and forward an automatic P1 Alert Notification to the ETS Priority Alert distribution list.

Estimated time to repair: 4 hours

Status update: The Service Desk will receive updates from the assigned technician on the status of the problem every 60 minutes (during normal working hours) until the issue is resolved. Service Desk staff will then notify the ETS Priority Alert distribution list, until the issue is resolved or when a definite timeframe for a resolution can be determined.

Upon resolution, the Service Desk will close the P1 record and all associated incidents.

Think Twice Before Sharing Your Location Online

Many online alerts and notifications signal your real-life movements to the outside world. Location-based apps are tools for keeping others, including clients, colleagues, family and friends, updated on your whereabouts.

However, before you “Check in,” it’s important to think about exactly who can access this information. It may not just be friends and family.

Awareness is key in avoiding the consequences of over-sharing your location online. Consider these potential risks before you set up an email or social media notification sharing your vacation dates, the location of meetings or where you plan to shop or eat dinner.

Posting Geotagged Photographs

The automatic geotagging features of smartphones and digital cameras can help track where a photo was taken. Photo-sharing websites that support metadata will quickly map and pin the location of each photo upload.

This feature many be handy for photographers and travelers, however, you should be aware that the GPS coordinates of your location will be shared automatically. The extent of the risk probably depends on the value to the person watching. It can be linked to your personal life, your professional connections or the valuables in the background of a photo. Either way, it’s wise to take care.

Cyber stalkers can quickly turn into real-life stalkers once they’re able to identify your location. Avoid using the geotag function when posting photos, especially from inside private or business locations. You can also use a metadata removal tool to delete the embedded information before publishing.

Location Sharing Using Social Media

Geolocation apps allow you to automatically share your location with Facebook and Twitter posts, constantly updating your connections on your whereabouts. Be advised that shady characters will know your location too.

Disable the location tag feature on Twitter. While hardcore stalkers may still be able to use an app to find the location of your tweets, it is better not to broadcast your address.

The more difficult you make it for strangers to access your personal information, the better. When using social media you should take extra care in controlling who can access your information.

Stay tuned for next month’s issue of eCountyline when we discuss the good, bad and ugly of using the “Out of Office” auto-reply.

Source: ABC News, “Out of Office Replies may Cost you Dearly,” December 19, 2012