Digital Technology Services supports staff and councillors by providing access to a cost-effective telecommunications and information technology infrastructure and information systems that allow them to work smarter and more efficiently. The unit also provides expert advice on the use of new and emerging technology solutions.
The team provides:
Technical Support
- Hardware
- Telephony
Corporate Application Support
- Objective
- Property and Rating
- Merit
IT Service Desk Call Queue
To find the ITServiceDesk call queue in Microsoft Teams (now called ‘CQ-ITServiceDesk’), please follow these instructions.
- Open Microsoft Teams
- In the search bar at the top of Teams, type in ‘itserv’ and press enter
- Click on the People tab
- You will then see CQ-ITServiceDesk
To call IT, please use CQ-ITServiceDesk and not call staff in IT directly.
IT Forms
New PC Request Form
New Mobile Phone and SIM Request Form
New User Request Form
Remove User Request Form
SMS Contact Form
Service Offering Specifications - Application Support
Name: Application Support
Description:
This service provides the delivery of business critical applications including the hosting infrastructure (production, test and training), supporting processes, such as a Service Desk for reporting incidents, support for upgrades, technical change management and vendor liaison.
Service Level Description:
The applications are supported during standard working hours. This is provided Monday - Friday 8am – 5.30pm excluding public holidays and is accessed via the Service Desk. Support outside these hours may be negotiated with Information Management Services on a case-by-case basis.
Service level options:
Full support
- Full application support includes application hosting (production, training and test), network connectivity, database management, application support (functional and technical), system upgrade, application training and vendor management. Current examples include Proclaim and Merit.
Partial support
- Partial application support includes application hosting (production & test), network connectivity, upgrade support and database management only. Under this option application support is provided by the department or the vendor, the vendor is managed by the department as is any training requirement. Current examples include Goldcare and Performance Manager.
Customers:
Business Units will select specific applications to be supported under this service.
Delivery Location:
All council locations
Service Offering Change Control:
All changes to this service will be agreed by:
Manager, Information Management Services, Business Unit owner of application
Service Level Objective
Service Level Objective | Description | Target |
| Incident Management | ||
| Response Time | Customer will receive a request confirmation within 1 hour | 100 per cent |
Resolution - Priority – High | Resolution provided within 4 hours | 100 per cent |
| Priority – Medium | Resolution provided within 1 business day | 90 per cent |
| Priority – Low | Resolution provided within 5 business days | 80 per cent |
| Application Upgrades | ||
| Accessibility | Available during standard working hours – outside of planned/scheduled maintenance | 98 per cent |
| Capacity | Dependent on growth rate. Forecast to a 2 – 3 year life span. | 100 per cent |
Included Service Components - Overview:
The services described below are included.
Connectivity
These applications require discrete network components such as servers and telecommunications services to enable them to perform at the desired level.
Database Administration
Establishment and ongoing maintenance and administration of the underlying database. This includes updating the database and tuning it to optimize performance.
Application Upgrades
Applications require regular upgrading to later versions to provide patches or fixes or to provide enhanced services and capability. These upgrades involve significant planning and risk mitigation.
Vendor Management
3rd party suppliers of software and services are managed to ensure contractual compliance and a performance standard in line with that required by the Council.
User Support
(fully supported applications only)
Functional support is provided to council users of the application to assist them to fulfil their roles thereby improving productivity and efficiency.
Application Training
(fully supported applications only)
Council staff are provided with specific user training on the specific applications they require to perform their roles. This makes them more effective thereby increasing productivity.
Application Support
(fully supported applications only)
Provide first level support and point of contact for application faults/upgrades/enhancements and escalate to vendor if required
