Welcome to the OTIS Service Desk
ORGANIZATION
The Service Desk is comprised of a central Call Center located at the PEC and field representatives located at each comprehensive high school who provide on-site support for the high school and the schools in the surrounding geographical area.
Support requests for all PPS staff are handled remotely if possible, and referred to the field representative or specialized service team if the Call Center cannot resolve. The Service Desk representatives are responsible for reactive troubleshooting as well as proactive work.
The OTIS Services Catalog identifies the standard supported services.
HOW TO CONTACT
The Service Desk is available Monday through Friday from 7:00 am through 4:00 pm to support PPS staff, who can request assistance in one of three ways. Please include as much relevant and specific information as possible so the technician can help more efficiently.
- Submit a request to the PPS Support Portal. You can learn more about the PPS Support Portal by visiting this link.
- Email PPS Support at support@pps.net
- For high urgency issues, you can call 503-916-3375, e.g. for building-wide network outage, system outage, etc...
Response Levels
Incidents and requests are prioritized and resolved by Response Level, which is characterized by the number of users affected and the amount of functionality lost. The resolution time includes the length of time it may take for a site technician to make an on-site visit if necessary.
School Start-up: Mid-August through Mid-October
School Start-Up is the busiest time of the year for the OTIS Service Desk. Call hold times are longer than usual and it may take us longer to reply to email. For fastest service, please submit your request only once.
CRITICAL
Response time: within 4 hours
Resolution time: within 1 business day
Description: multiple users with complete loss of functionality
Examples: building-wide or district-wide network or phone outage or virus
HIGH
Initial Response: within 2 business days
Resolution time: within 5 business days
Description: individual user completely unable to use pc or telephone or multiple users with limited functionality
Examples: teacher computer will not boot; single classroom unable to access the internet
MEDIUM
Initial Response: within 2 business days
Resolution time: within 7 business days
Description: single user with application problem or other limited ability to function
Examples: workstation re-image; single-user unable to print
LOW
Initial Response: within 2 business days
Resolution time: within 12 business days
Description: move/add/change or enhancement to existing service
Examples: equipment move request; application enhancement
Mid-October through Mid-August
CRITICAL
Response time: within 4 hours
Resolution time: within 1 business day
Description: multiple users with complete loss of functionality
Examples: building-wide or district-wide network or phone outage or virus
HIGH
Initial Response: within 2 business days
Resolution time: within 4 business days
Description: individual user completely unable to use pc or telephone or multiple users with limited functionality
Examples: teacher computer will not boot; single classroom unable to access the internet
MEDIUM
Initial Response: within 2 business days
Resolution time: within 6 business days
Description: single user with application problem or other limited ability to function
Examples: workstation re-image; single-user unable to print
LOW
Initial Response: within 2 business days
Resolution time: within 11 business days
Description: move/add/change or enhancement to existing service
Examples: equipment move request; application enhancement
Password Reset
PPS passwords expire every 365 days.
If you need to reset your password, you should be able to do this yourself using the password recovery link below. If you encounter any issues, please contact the OTIS Service Desk for assistance.