The University of Texas at Austin

ITS Help and Service Desk

Last Updated: February 25, 2014 @ 11:21 am
Next Review Date: 01/01/2015
Service Manager: Ruby R Philipose
Governance Group: None
Document Status: Published

Key Metrics

  • Customer satisfaction rating: 4.8-5.0/5
  • Average speed to answer a call within 60 seconds: 80%
  • Tier 1 first call resolution rate: 80%-85%
  • Abandon Rate: 10%

Overview

This document defines the service level agreement for the ITS Help Desk.

Service description

The ITS Help Desk provides The University of Texas at Austin community with a centralized point of contact for technology questions and ITS services. The Help Desk also provides technical support for university students, faculty, and staff.

Intended users

Tier 1 support at the ITS Help Desk can be used by students, faculty, staff, retirees, and UT System affiliates. Tier 2 and 3 support is limited to students, faculty, and staff at UT Austin.

Supported computing environment

The ITS Help Desk provides Tier 1 support for:

  • All ITS products and services.
  • Current versions of Microsoft and Macintosh operating systems.
  • Referrals of questions to appropriate campus offices.

Support for other operating systems, applications, services, and environments are provided on a best-efforts basis. The ITS Help Desk does not provide support for consumer hardware.

Technical support

Both Tier 1 and Tier 2 technical support are available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

ITS Help Desk Consultants and Full Time Help Desk Representatives are available via:

Support at the ITS Help Desk is available:

  • 8 a.m. to 10 p.m., Monday through Thursday
  • 8 a.m. to 6 p.m., Friday
  • 12 p.m. to 5 p.m., Saturday and Sunday

The Service Desk is available 8 a.m. to 6 p.m., Monday through Friday.

This excludes university holidays, closures for building maintenance, and reduced schedule days. During intersession, ITS Help Desk business hours are reduced to weekdays from 8 a.m. to 5 p.m.

Tier 2

The ITS Help Desk maintains a staff of subject matter experts. Issues which cannot be resolved at Tier 1 may be referred or escalated to Tier 2. Tier 2 expertise is limited to ITS products and services.

Tier 3

Issues which cannot be resolved at Tier 2 may be referred or escalated to Tier 3. Tier 3 typically consists of service owners and/or system administrators for ITS services.

Maintenance

Regular maintenance is not required for this service.

In the event of a disaster or campus emergency, the ITS Help Desk support infrastructure is available to the Office of Campus Safety and Security. In such situations, the availability of the Help Desk could be negatively impacted depending on the nature of the emergency. Such impacts will be extremely infrequent.

User responsibilities

ITS Help Desk customers agree to be aware of and adhere to the university's Acceptable Use Policy. They are also expected to provide any requested information relevant to their issue in a timely manner.

Cost of Service

This service is available at no cost.

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!