User Services
Services
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•
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Desktop Support
Technical Support
Help Desk
User Services Customer Relationship Management
Desktop Support
• Install, maintain configure, and support computer
operating systems and licensed software
• Coordinate maintenance, repair, and/or replacement for
in-warranty hardware
• Assist customer in completing their annual reporting of
the Information Security Office risk assessment (ISORA)
• Provide recommendations on hardware and software
lifecycle
Server Support
• Install, configure and update server operating system
software
• Configure and maintain server security
• Provide recommendations for hardware lifecycle
• Maintain a site manual
• Implement a backup strategy that meets the business
requirements for the customer
• Assist the Customer in completing ISORA
• Log changes to any server’s environment
Lab Support
• Develop and deploy one or many standard
lab images
• Hardware repair and maintenance
• Provide proctor staff for the site; including
hiring, scheduling, training and managing
proctors.
Help Desk
• Campus-Wide Services
– Call Center
– Walk-in Desk
• For Fee Services
– Drop-Off Service
– Contract Service
– Remedy licensing and development
Campus-Wide Services
• Call Center
– 475 – 9400
• Walk-in Desk
– Flawn Academic Center
• Online
– Chat, email
– http://www.utexas.edu/its/helpdesk/
Help Desk Top Issues
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Password resets
Networking
E-mail
Voicemail
Mainframe
“Topic of the Day”
Drop-Off Service
• Operating system installation and software
installation with the latest patches.
• Data recovery and transfer.
• Wireless or networking configuration.
• Security software from BevoWare.
Contract Services
• Call Center
• Remedy Licensing and Development
User Services Customer Relationship
Management
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•
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Act as customer representative to ITS
Coordinate efforts of ITS service providers
On-Board new customers
Manage contract issues
So you call us…
We ask for your
EID
Your EID identifies
you as part of the
Department
Phone consultants
will use the
knowledge base
to answer your
questions
Knowledge Base
• Detailed information on customer computing
environment
– Systems and services
– Consistent solutions
– How they want us to handle things
• Updates owned by a single person
Reports
Tickets by Affiliation
20
61
92
student
guest
staff
affiliate
faculty
member
Total:
354
194
222
354 37.5%
222 23.5%
194 20.6%
92 9.8%
61 6.5%
20
2.1%
943 100.0%
Questions?