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Request IT support or services

The EOTSS End User Service Desk is an IT help desk for certain Commonwealth employees. You can use ServiceNow (our online ticketing platform) to report IT issues, request IT services and products, and learn how to resolve IT issues on your own!

EOTSS End User and IT Service Support

Phone

24x7x365 support for Commonwealth end users

for agency/Secretariat IT help desks and support personnel

The Details of Request IT support or services

What you need for Request IT support or services

Locked out?

Locked out and need your Active Directory (network) password reset?  Click "Manage your account" (in the left-hand menu) for more information on how to self-service.

Tickets v. Requests

Ticket: submit a ticket to report an incident if something you currently have is broken

Request: submit a request by using the Service Catalog to request something you do not have

 

ServiceNow Knowledge Base for self-help

Try to resolve IT issues on your own with our KB articles! Don't see what you're looking for?  Try using the search bar at the top of the Knowledge Base page.

How to request Request IT support or services

Report IT issues or request technology products or services online:

ServiceNow Portal

Submit a general Ticket for non-urgent issues via email,

including your first and last name, email address, phone number and a brief description of the issue:

MassGov@Service-Now.com

To report urgent IT issues, please call the Service Desk at (844) 435-7629 (844 HELP MA 9).

To report urgent IT issues, or to speak to an End User Services analyst, please call the Service Desk at (844) 435-7629 (844 HELP MA 9).

More info for Request IT support or services

Commonwealth Employees/Authorized Business Partners ONLY

The EOTSS End User Service Desk and ServiceNow are resources for Commonwealth employees and their authorized business partners only.  Constituents that require IT assistance with Commonwealth resources should not reach out to the EOTSS End User Service Desk or submit a ticket via ServiceNow as this will result in a delay in service.

Contact for Request IT support or services

Phone

24x7x365 support for Commonwealth end users

for agency/Secretariat IT help desks and support personnel

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