User Services

Services• 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• 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

• Act as customer representative to ITS• Coordinate efforts of ITS service providers• On-Board new customers • Manage contract issues

So you call us…

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

354

222

194

92

6120

student 37.5%354guest 23.5%222staff 20.6%194affiliate 9.8%92faculty 6.5%61member 2.1%20Total: 100.0%943

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Questions?