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:
- Find solutions to frequently asked questions by using search (upper right-hand corner).
- Create a help ticket
- Check ticket status
- Chat with a service desk agent (Coming in 2018!)
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 or create a help ticket
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.
Click the 'Request' button to submit a ticket, or call 512-475-9400 to speak with an agent.
Resolve, route, or refer incoming requests or incidents.
Contacting the UT Service Desk is available at no cost.
Definitions of our Key Metrics
ASA - Average Speed to Answer queued customer calls, measured in seconds. Our service level objective is answering within 45 seconds.
ABD - Call Abandonment Rate, measured as a percentage of queued calls terminated by the customer before connecting with an agent. Our service level objective is a maximum of 7% abandonment.
CCE - Composite Customer Experience is a percentage derived from aggregate survey responses on service quality, ease of interaction and potential for recommending our service to others. Our objective for positive responses is 85%, or higher.
Please visit our UT Service Desk home for additional metrics and information.
Click the ‘Request’ button to provide the UT Service Desk with knowledge needed for supporting a service, product, college, school or unit (CSU).
Resolve, route, or refer incoming requests or incidents.
Onboarding costs may be incurred for larger projects.
Please visit our UT Service Desk home for metrics and additional information.