The ITA Citywide Help Desk (CHD) combines two separate ITA sections formally known as the TSC (Technology Service Center) and the ENOC (Enterprise Network Operations Center). As separate teams, the ITA TSC was primarily focused on providing first-level customer support to city departments and users, coordinating all Neocomp hardware repairs, and maintaining citywide ITA communication channels, while the ENOC provided 24x7 monitoring of critical citywide and public safety systems and infrastructure, including outage management when issues were encountered. The consolidation of these sections into the unified ITA Citywide Help Desk enables ITA to both ensure continuous operation of critical systems while also providing a single point-of-contact for city departments and customers in accessing ITA’s services 24 hours a day, 7 days a week. While this may seem simple, this consolidation is the result of years of planning and preparation and continues to progress and adapt to emerging technology needs.
Additionally, the ITA CHD division is responsible for the ITA Office Hours program which has helped develop content and present 75 webinars since May 2020 and also launched the ITA Technology Training Portal, a website dedicated to helping City employees of all technical levels elevate their digital IQ. A special thanks to all the great ITA presenters for their contributions to making this citywide program a huge success!
Here are some of the recent achievements of the ITA Citywide Help Desk:
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Assist all ITA sections with managing over 4,400 technology service requests per month.
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Manage Neocomp vendor needs and coordinate over 3,500 service requests per year which helps reduce impact to department IT staff.
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Support the HRP Workday Phase 1 Launch and review over 2,700 INCs to plan improvements for the upcoming Phase 2 implementation.
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Mentor 8 college interns through partnerships with the Mayor’s Office, LA College Promise Works, and local colleges such as Mt. SAC.
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Support and assist ITA teams with the coordination of large-scale projects such as HRP, Connect2LACity, BeyondTrust, Google 2SV, etc. During implementation periods, support calls or tickets can scale up to 8x the normal amount.
ITA Citywide Help Desk (CHD) Team (Day, Swing, and Graveyard shifts):
Arlene Guran
Benjamin Landeros
Bernardo Leon
Dante Carreon
Derek Lin
Earl Green
Eduardo Malabanan
Edwin Lorenzana
Gabriel Cerda
Jan Rainer Maranan
Jarita Love
John Hawkins
Juan Norona
Leo Garcia
Niki Davalos
Robert Lopez
Ryan Norwall
Sabeena Mirza
Timothy Honda
Tobey Tanwongprasert
Zamir Encarnacion
ITA Office Hours Section:
Olivia Alvarez