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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)

    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

     

    MonthASA  
    September '16169  
    October '16122  
    November '1687  
    December '1679  
    January '17
    68  
    February '17
    36  
    March '1730  
    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.

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