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
ASA - Average speed to answer (seconds)
ABR - Abandonment Rate (percentage of queued calls terminated by the customer before connection to an agent)
AHT - Average Handling Time per contact (minutes)
Total Contacts - Number of customer touches by phone, email and tickets
| Month | ASA | ||
| September '16 | 169 | ||
| October '16 | 122 | ||
| November '16 | 87 | ||
| December '16 | 79 | ||
| January '17 | 68 | ||
| February '17 | 36 | ||
| March '17 | 30 | ||
| 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.