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Temporary USAccess Perspecta Tier 1 Help Desk Changes

Perspecta Help Desk Tier 1 support staff are currently working from home. Due to this change, Tier 1 support will no longer be answering phone calls and users calling the Help Desk will be required to leave a voice message. The Tier 1 support staff will return calls as soon as possible. Note that this is a temporary solution as Perspecta works to implement a solution for their Help Desk employees to take calls from home. The MSO will communicate an updated timeline to move back to normal Help Desk operation as soon as it is available. Please provide this information to your Agency USAccess role holders that regularly contact the Help Desk.

 

The USAccess Help Desk Interactive Voice Response (IVR) message will be updated with requested information when leaving a voice message. There are two options and callers will be asked to provide the following information when leaving a voice message:

 

Option 1: New Issue

  • Full name
  • Agency
  • USAccess Role
  • Short Description of Issue
  • Phone number for callback

Option 2: Existing Issue with a Ticket Number

  • Recite the former ticket number assigned to the issue
  • Phone number for callback

 

Users may also email Usaccess.helpdesk@perspecta.com for support.

 
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