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:
- Chat with a service desk agent (Coming Soon!)
- Search knowledge for solutions and frequently asked questions
- Create a help ticket
- Check ticket status
How to Contact Us:
Call our support line at 512-475-9400
Monday through Friday, 8 am to 5 pm
Saturday and Sunday, Closed
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.
Support of UT services for the University community.
Resolve, route, or refer incoming requests or incidents.
Consulting with the UT Service Desk is available at no cost.
Key Metrics Definitions
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 service level objective is averaging 85% in positive responses.
Total Contacts - Total number of customer touches by phone, email and tickets
...Links to Metrics data here...
Metrics in Development
AHT - Average Handling Time per contact (minutes)
FCR - First Call Resolution (percentage of contacts resolved by the UT Service Desk