CSC IT Support Desk
The BCCS Customer Service Center (CSC) is your starting point for requesting new services or to report a problem encountered with existing BCCS supported services. The CSC consists of customer service representatives from various State agencies as a result of the State's IT rationalization efforts. This diverse group of representatives collectively brings years of experience to the customers of BCCS. Their knowledge of many of the processes and procedures of the BCCS customer base helps to provide solutions in a timely manner. The CSC responds to an average of 10,000 telephone calls each month, supporting over 80 State agencies, boards, commissions and other governmental customers.
Calls that cannot be resolved during the first call are referred outside the CSC to other BCCS teams for further analysis and resolution. Those teams typically consist of field technicians who directly diagnose and resolve issues. They may also consist of subject matter experts who offer a specialized degree of knowledge and experience to address complex and unusual situations.
CSC Telecom Voice Repair Desk
Voice Repair supports all components of Telecommunications services offered through BCCS including voice services (i.e., voice mail, TDD/TTY, Enterprise VoIP, 800 service, etc.), data services (i.e., non-Illinois Century Network T1’s, radio circuits, alarm circuits, LAN jacks, etc.) and wireless services (i.e., cell telephones, smart devices, air cards, hot spots, etc.). Additionally, BCCS has established metrics with partnered vendors to further ensure quick response and repairs to minimize customer down time.
The CSC combines efficiency with optimal resource utilization. By centralizing the service desk operations within a single location, duplicate use of valuable State resources, effort, and energy is significantly reduced. It provides for consistent responses to issues experienced across the BCCS customer base, and, allows for continuous improvements to the services delivered.
The CSC provides State agencies, boards, commissions, universities, Offices of the Illinois House and Senate and Constitutional Officers with the highest possible customer support giving customer issues full attention to achieve the quickest possible resolution.
If reporting a hardware or software problem, gather needed information before placing the call by documenting:
When reporting IT problems, please be ready to provide:
- Inventory tag number
- Product name, version or model of any hardware or software involved
- Any error codes or symptoms observed
- Is the problem intermittent or continuous
- How many people are impacted by the problem
- Location and the person to contact for follow-up
When reporting Telecom problems, please be ready to provide:
- Phone number
- Contact information
- Telephone model/color
- Circuit ID
- Problem description
- Hours of operation
For most service requests an ESR or TSR form will be required and is referenced below.