ITS Customer Support Services
ITS Customer Support Services
Effective September 1, 2013, ITS User Services became ITS Customer Support Services. This change demonstrates a renewed commitment to improving customer experiences and maintaining high standards for customer service.
The name change also reflects a decision to address challenges within the existing organization and realize opportunities to refocus and improve each core group's activities. The new organizational structure will address inefficiencies within the current organization, lack of alignment with the Shared Services model, and improve project planning and management. It is the goal of these changes not only to foster trust and improve the customer experience with our campus-wide community, but to strengthen staff engagement and enthusiasm.
The ITS Customer Support Services consists of four groups:
The ITS Help and Service Desk provides students, faculty, and staff at The University of Texas at Austin with a centralized point of contact for computer help, questions concerning ITS services, and navigating IT @ UT.
There are a number of ways to contact the ITS Help and Service Desk:
- View our Help & Support pages.
- Call 512-475-9400.
- Submit a help request online.
- Service desk in the lobby of the Flawn Academic Center (FAC).
Managed IT Support (MITS), formerly known as Managed Desktop Support (MDS), provides colleges, schools, and departmental units with customer-focused information technology resources and support. Friendly, knowledgeable staff who understand your technical environment will work with you to meet your business needs.
- MITS support phone number: 512-475-9406.
- Request Employee Service Forms.
The ID Center, located on the first floor of the Flawn Academic Center (FAC), provides ID cards (proximity-enabled) for students, faculty, staff, and university affiliates as required. The ID Center also upgrades UT EIDs for eligible individuals.
Getting a new ID or EID Upgrade: Requires a valid government-issued photo ID as proof of identity (US or Canadian driver's license, temporary license, instruction permit, passport, alien registration card with photo, U.S. citizen ID card, or resident citizen card).
The IT Systems Management (ITSM) team, formerly known as Desktop Systems Management (DSM), operates and provides expert support of centrally funded services such as UTBackup, Enterprise Whole Disk Encryption, and Absolute Manage. We serve as systems management consultants to the campus, exchanging knowledge and techniques used to build common best practices. In addition, ITSM maintains the management infrastructure used by ITS Managed IT Support in their contracted service operations.
Please contact firstname.lastname@example.org for more information.
The ITS Admin group provides all of ITS with general administrative support, mail and package delivery, and special event coordination.
Please contact ITS Admin at ITSAdmin@austin.utexas.edu to request assistance.
- Recruitment support services: Position advertising, internships and student employment.
- Onboarding new employees: Services request forms, NEWO registration, office set up needs.
- Travel and training arrangements: Travel authorization forms, flights, registration.
- Administrative services: DPUSER, keys, office supplies, shredding bins, UT Driver.