STATE OF ALASKA SERVICE CENTER

In Scope Services

State of Alaska Service Center

Responds to customers’ requests for assistance with service affecting incidents.  Responds to requests for GCI’s audio conference bridge or bridged video teleconferencing scheduling, VoIP voicemail or GCI cellular telephone password reset requests, “how to” requests, and billing inquiries. And, responds to questions from State of Alaska personnel about GCI services and facility capabilities.  All these services are included in the Core contract and are provided at no additional charge to any state user.

Services available for additional fees

Custom Service Desk  

 GCI can work with your agency to design and implement a custom Service Desk solution, freeing up your technical resources to focus on problems, not phone calls.  Our Service Desk can be configured to provide :

• A single toll free Call Center number state-wide with branded greeting
• 24/7/365 Helpdesk
• 60 second average answer time for inbound calls
• Phone and email support, with a statewide agency-branded (@gci.com) email address
• Timely/accurate ticket creation, event management and ticket updates
• A weekly aging report distributed to identified management denoting the number of delinquent tickets and status
• An outbound call to the assigned Manager/Supervisor of any delinquent ticket
• Monthly executive summary report of the total count of open vs. closed tickets