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!
- This page, Request IT support or services, is offered by
- Office of Security and Operations
- Executive Office of Technology Services and Security
Request IT support or services
Contacts
EOTSS End User and IT Service Support
Phone
EOTSS End User IT Service Desk
Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629
Support for Commonwealth end users and IT support personnel
The Details
What you need
Do I submit an Incident or use the Catalog?
Submit an Incident
Submit an incident to report an incident if something you currently have is broken.
Product & Service Catalog
Submit a request through the Catalog to request something you do not have.
For more information, please visit EOTSS Product & Service Catalog | Mass.gov.
Tickets entered incorrectly will be sent back to the user with instructions on how to appropriately submit their incident/request.
Self-help
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.
Knowledge Base
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.
Tips
For faster service: log in to the ServiceNow Service Portal
Submit an incident, request something from the Service Catalog, or use Chat to interact with a member of the Service Desk.
For urgent issues: call the Service Desk
at (844) 435-7629 (844 HELP MA 9)
To submit a general Ticket for non-urgent issues: send us an email
How to request
ServiceNow Service Portal
Log in to the ServiceNow Service Portal and click:
- Chat now to chat with us live
- Submit an Incident to report an issue
- Service Catalog to order from the Product & Service Catalog
To learn more, please see our EOTSS Service Portal Guide | Adobe.
Now Mobile
Access ServiceNow from your mobile device using the ServiceNow mobile app, "Now Mobile", to request help, chat live with a member of the Service Desk, access your tickets and more.
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).
Please be sure to use the correct prompt. Users who enter the wrong queue will be transferred to the end of the appropriate call queue, resulting in a longer wait time.
More info
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.
Manage your account
Locked out? You can reset your Active Directory (AD) password remotely on your own! If you have been locked out of your account, your password has expired, or you simply don't remember your password, refer to the guide below to reset your password.
Your Active Directory (AD) password is the same password you use to log in to your Commonwealth-issued device, Office 365 (O365) applications (including Outlook and Teams), Adobe applications, the Commonwealth VPN, and other Commonwealth-offered applications and services.
Learn about EOTSS password best practices and recommendations
Contact
Phone
EOTSS End User IT Service Desk
Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629
Support for Commonwealth end users and IT support personnel