The University of Texas at Austin

TRecs Moves to ITS Managed Desktop Support

September 19, 2011

With the beginning of the new fiscal year, close to 1200 customers previously served by University Operations Technology Resources (TRecs) moved to Information Technology Services (ITS) Managed Desktop Support. The move was made in response to the campus-wide directive for all departments to review services and try to help the University achieve greater efficiencies and cost savings. It was also prompted by confidence in the high level of customer care University Operations staff would receive.

Roy Ruiz, Director, TRecs, summed up this last point when he said "We are voting with our feet." When he reached out to ITS User Services he was interested in exploring how the use of centralized services could continue to provide quality services and support to his customers as well as positively impact his bottom line. To make the transition easier, ITS leadership proposed moving seven staff members responsible for TRecs desktop support to ITS as permanent, full-time employees. Continuity of staff was a key element for the approximately 20 departments involved and the reallocation of staff would allow TRecs to better focus on top priorities.

Members of the ITS Managed Desktop Support team recently had an introductory get-together with their new colleagues to ensure that customers experience an easy adjustment and remain confident in their desktop support services. To learn more about the move, go to the University Operations Transition project website.

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