CommonHelp Service Desk

Contact CommonHelp

Email CommonHelpServiceDesk@massmail.state.ma.us or phone at 1-866-888-2808 for all technical* and application services support. CommonHelp provides support 7am - 6pm Monday thru Friday.

After 6:00 pm and up to 7:00 am, the Operations Team answers CommonHelp's phone along with monitoring the Service Desk COMiT queue and CommonHelp's mailbox.

Outage or urgent issues should be reported by phone to receive the quickest response.

CommonHelp Service Desk Support Profile

  • Acts as single point of contact for more than 150 state agencies
  • Responds to an average of 2,200 calls per month
  • Processes an average of 2,900 tickets per month

 

1. Provides level 1 Support for:

CIW (Commonwealth Information Warehouse)

HRCMS (Human Resources Compensation Management System)

Network and VPN troubleshooting

Telecom

  • Basic MAC's
  • Provisioning and De-Provisioning

Password reset functionality for:

  • Blackberry
  • Network
  • SSL VPN
  • Mainframe
  • PayInfo
  • SFED (Secure File Email Delivery)
  • iCAN
  • Doc Direct


2. Facilitates Major Incident Process

Initiates conference calls

Creates the major incident report

Tracks the completion of reports and provides a monthly summary report to ITD Managers



3. Creates communications related to:

Process Performance Reporting

Change Management

Major Incidents

 

*Technical Support

CommonHelp provides Tier 1 and Tier 2 technical support for all services provided by ITD. Users from any agency supported by the ANF Helpdesk Team may call the ANF Helpdesk at 617-887-5911 directly for any technical questions or problems. Network/LAN administrators from all other agencies may call CommonHelp for assistance with agency wide or user specific issues. CommonHelp will also assist security administrators from any agency in completing password reset requests.

 

Reviewed September 13, 2013