Welcome to our new Help Center!

Welcome to our new Help Center for the Technology Services Department for the City of Winter Haven!  As recent events has challenged us to respond and adapt to our new reality of social distancing at the office or working remotely at home, we expanded the features of this Help Center portal beyond just being able to submit a work ticket.

These new features include:

• Real-Time Human Chat. The ability to chat in real-time with an available human Help Desk support staff.  A popup chat window is available in the lower right-hand side of the screen.
• Remote Support Tools.  We can send you a link via chat or e-mail so that we can remotely view your screen and/or assist you through remote control to quickly resolve your issue.  We can even use an IOS app to view your iPad or iPhone to help troubleshoot your device issues.
• Response-Time Monitoring and Metrics. We capture metrics on how quickly we respond and resolve your issue. 
• Customer Service Feedback. After the closing of every work ticket, an e-mail is sent automatically to receive feedback on the service we provide.

We are big believers in continuous improvement, so we're experimenting with new tools all the time.  You may read more about our efforts in articles published in our Resources section of the Help Center. Notably, we are expanding video conferencing capabilities through services such as Zoom Meetings; enhanced deployment tools such as Maas360; as well as better security though products such as Duo two-factor authentication.

We will be constantly adding new information, so check out the resources here often.

Stay safe and we hope to see you soon whether virtually or in real-life.

Hiep Nguyen
Smart City Officer