Service Desk Support Team

The ACOE Service Desk provides technology support via phone and e-mail to districts and schools within Alameda County. We provide a single point of contact to the end-user and are responsible for the ownership of all calls. We support the County Office of Education as well as setup and troubleshooting of presentation equipment in their Conference Center. The Service Desk also serves as the administrative backbone for Technology Services by handling all documentation for SLA’s, vendor contracts, and e-rate. We are also responsible for reporting on the performance against said agreements.

Among the support services provided are:

• Technical support for software and hardware issues
• Notification about virus, spyware, or other security issues
• Updating user account information (including resetting of passwords)
• Tier 1 support for the other IT departments