The University of Texas at Austin

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:

ITS Help and Service Desk

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:

Managed IT Support

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.

ID Center

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).

IT Systems Management

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 its-us-dsm@austin.utexas.edu for more information.

ITS Admin

Please contact the ITS Admin group at ITSAdmin@austin.utexas.edu to request items such as travel arrangements, training registration, new employee onboarding, keys, office supplies, and other general administrative support needs.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!