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UT Service Desk

The UT Service Desk provides the university community with a centralized point of contact for help with a variety of topics, including questions concerning information technology, business processes, services, and applications. We commit to educating and supporting our customers, and one another.

 

Here you can:

 

How to Contact Us:

Call our support line at 512-475-9400

Monday through Friday, 8 am to 5 pm

Saturday and Sunday, Closed

help@its.utexas.edu 

 

Visit, in person, at our Walk Up Desk:

Flawn Academic Center (FAC) Lobby

Monday through Friday, 10 am to 7 pm
Saturday and Sunday, Closed

 The Service Desk observes all University Holidays.

UT Service Desk Self Help
  • UT Service Desk

    Support of UT services for the University community.

    Available to:Students,Faculty and Staff,Guest,Public
    Features

    Resolve, route, or refer incoming requests or incidents.

    Cost

    Consulting with the UT Service Desk is available at no cost.

    Service Level Objectives

    Key Metrics

    ASA - Average speed to answer (seconds)

    Call Volume - Number of inbound and outbound business calls

    Resolution rate - Percentage of issues solved by the UT Service Desk

    Top 5 Services (by Service Now configuration item):

    1. ID, Accounts and Access

    2. Network, Media and Telecommunications

    3. Customer Hardware and Software

    4. Email, calendar and collaboration tools

    5. Software and Applications 

    MonthASACall VolumeResolution Rate
    September '161696,454 TBA
    October '161225,301 TBA
    November '16874,136 TBA
    December '16792,871 TBA
    January '17
    685,462 TBA
    February '17
    364,237 TBA
    March '17303,199 TBA
    April '17   
    May '17   
    June '17   
    July '17   
    August '17   

     

    Service Level Objectives

    Routine requests are typically responded to within one business day.

    Incident (something is broken)

    *Service Level Objectives for varying priorities will be established.

  • UT Service Desk Customer Onboarding

    Provide new support for a college, school, unit, or service.

    Available to:Faculty and Staff
    Features

    Resolve, route, or refer incoming requests or incidents.

    Cost

    Cost dependent upon volume and complexity of service support.

    Service Level Objectives

    Service Level Objectives

    Routine requests are typically responded to within one business day.

    Incident (something is broken)

    *Service Level Objectives for varying priorities will be established.

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