NCDOA Home : Management Information Systems : Request Assistance

Our goal is to provide the best customer service experience to our users. Please locate your issue in the grid below to find assistance.

Issue Type	Support Group	Contact Information
Hardware support	ITS Service Desk	919-754-6000 or its.incidents@its.nc.gov
Software installation support	ITS Service Desk	919-754-6000 or its.incidents@its.nc.gov
Network Issues	ITS Service Desk	919-754-6000 or its.incidents@its.nc.gov
NCID Account Unlocks	ITS Service Desk	919-754-6000 or its.incidents@its.nc.gov
NCID Account Registration	NCID System Administrator	Contact your Administrator
NCID password resets	NCID System Administrator	Contact your Administrator
Problems with an application developed or managed by MIS	Systems Development	Contact Systems Development
Report an issue with a web site	Authorized Web Coordinator	Contact your Web Coordinator
Request a web site update	Authorized Web Coordinator	Contact your Web Coordinator
Questions about a web update you have submitted to MIS	Web Services	Contact Web Services via email at web.update.tickets@doa.nc.gov
Obtain approval for a new application or service	Chief Information Officer	Contact Bob Zenkel via email at robert.zenkel@doa.nc.gov

Provisioning

All provisioning requests for new hardware, software, or network access IDs (See Fig. 1) must be made via the ITS Service Desk and include the following information:

• User name and specific location
• Business unit contact (approver)
• Application owner contact
• Required date of delivery
• Specific instructions per type of request (e.g. specific access rights for a user ID request)

Required lead times for specific service requests, exclusive of the time to achieve required business and application owner approvals, are as follows:

• New user setup (standard hardware) – 10 days
• Basic user ID add/change – 2 days
• Standard software install/remove – 3 days
• Standard hardware Moves, Adds or Changes – 5 days