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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, 8 am to 6 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 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 

  • UT Service Desk Customer Onboarding

    Facilitation of information or troubleshooting of a product or service, through Tier 1 and/or Tier 2 level support.

    Available to:Faculty and Staff
    Features

    Resolve, route, or refer incoming requests or incidents.

    Cost

    None

    Service Level Objectives

    None