Your guide to NYC's public proceedings.
Q&A
Inquiry into technical support and help desk response times
2:24:12
·
61 sec
Council Member Rita C. Joseph inquires about the technical support and help desk services provided by the Mayor's Office of Contract Services, particularly focusing on response times. Kim Yu provides information on current response times and factors affecting them.
- Yu acknowledges that response times vary depending on volume and complexity of inquiries.
- The current average initial response time is reported as eight days.
- Resolution times can range from as little as an hour to longer periods, depending on the issue's complexity.
Rita C. Joseph
2:24:12
Can you provide technical support and customer service and help desk?
2:24:15
When I call the help desk, how long does it take to get back to a provider?
2:24:51
response time, sorry chair, when you say response time what does the window look like?
2:25:13
Thank you chairs.
Kim Yu
2:24:21
It will depend in all honesty.
2:24:23
It will depend on the volume and it'll depend on the complexity.
2:24:30
It is openly known by all those who are sitting behind me that we have there have been an uptick in the amount of time it takes for the mocks team, the tech team to touch a ticket when
2:24:44
in.
2:24:46
In a positive development, the response time is trending down.
2:24:50
As of right now
2:24:57
As of right now the latest that I have is eight days.
2:25:02
Depending on the complexity it will for resolution it will it could take a variety.
2:25:07
It could be as little as an hour from then or it could take longer.
Althea Stevens
2:24:43
it comes
2:24:51
you say