Managed Desktop Support
New MDS support phone number: 475-9406
Frequently Asked Questions
If you have questions about requesting managed desktop support, we've collected a list of answers here.
- How do I contact desktop support for assistance?
- How do I request IT assistance for new employees and separating employees?
- How do I fill out an incident request?
- How do I view the status of my incident request?
Requesting Help
How do I contact desktop support for assistance?
There are three ways you can contact desktop support:
- Call us at 512-475-9406
- Email your help request
- Submit a service request online
How do I request IT assistance for new employees and separating employees?
Please fill out a new/separated employee form and a member of the Managed Desktop Support team will be in touch to handle your new employee/separating employee needs.
How do I fill out an incident request?
Note: To connect from off campus, you must first establish a secure connection to the campus network using the virtual private network (VPN).
Follow these instructions to complete a ticket:
- Using your EID credentials, log in to FootPrints at https://help.its.utexas.edu/
- Click the New Request button at the top-left of the page.
- Fill out the incident information. An " * " indicates a required field. Please be thorough in the "Notes" section so that ITS has enough information to quickly identify and resolve your issue.
- Verify that your contact information is up-to-date in the "Your Personal Information" section. You can add or modify any information necessary to ensure that ITS is able to contact you. (Note: The "Your Personal Information" section is pre-filled with information associated with your EID. If any of this information is incorrect, you can update it through the All My Addresses page in UT Direct.)
- Click Save.
You will receive updates via email, and can also check the status of your incident and provide additional information by following the instructions below.
How do I view the status of my incident request?
Follow these instructions to view the status of your incident request.
- Using your EID credentials, log in to FootPrints at https://help.its.utexas.edu/
- If you have any open incidents, you will find them listed on your Home page.
- You can view or update the incident as follows:
- Viewing -
- To view details of the incident, click the incident summary.
- Updating -
- To provide updates to an incident, click the [more] link and select Update or if you are already viewing the details of an incident, click the Edit button at the top of the page.
- Under Notes, enter information in Append New Notes
- Click Save.
- Viewing -
