Contact Center

This is a central single point of contact for incidents, problems, and service requests. It offers incident tracking, monitoring, and provides status updates in support of software, hardware, and the technical infrastructure used by Shelby County Government. Its purpose is to restore normal operation as quickly as possible while minimizing disruptions to business operations.

• What are the features provided by this service?
  • Prioritizes problems and responds to them quickly to detect and determine root cause.
  • Problems are documented to provide historical data to identify trends and assist with preventing failures. This reduces the impact of failures, resulting in improved productivity and service.
  • Requests will be centrally submitted and routed to appropriate technical personnel through the ITSM tool - SDE (Service Desk Express). This allows for efficient problem management.
  • Incident Management - This is used for tracking troubleshooting steps performed in incidents and work orders to assist in restoring service to customers as quickly as possible.
  • Problem Management This process removes defects from the information technology infrastructure and helps eliminate recurring incidents and aids with providing a stabilized environment.
  • Change Management - The tracking of scheduled infrastructure changes, hardware/software update or changes.  This helps to increase the speed and consistency in which changes are implemented with minimal risk and errors.
  • After Hours Support – A technician will be available to address EMERGENCY service requests and outages after normal business hours.
• How do I request or access this service?
  • Contact ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov
• What are the requirements/pre-requisites for this service?
  • N/A.
• What is the turn around time for service delivery?
  • 8 Hours
• What are the responsibilities of customer?
  • Have contact information ready.
  • Have summary of issues and relevant information on hand. The more information you can provide the faster we can assist you.
• When is this service available?
  • Emails to the Service Desk are processed next business day.
  • Technicians are available between  7:00am - 5:00pm Monday - Friday
  • Emergency and Afterhours service available 24/7.
• What is the usual response time for this service?
  • Depends on nature of the request
• How do I get help with this service?
  • Contact ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• Who is the support owner for this service?
  • Jeff Yallope
• What are the support hours for this service?
  • 7:00am - 5:00pm, Monday - Friday.
  • For support outside of these hours, contact the ITS Service Desk at 901-222-2700 and leave a message. A Customer Support On-Call Technician will receive the message and call you back.
• What is the cost for this service?
  • N/A
• Does this service require cost approval?
  • N/A
• What is the cost approval process?
  • N/A