ITS Help Desk
Last Updated: January 28, 2013 @ 1:34 pm
Next Review Date: 01/01/2014
Service Manager: Aaron B Reiser
Governance Group: None
Document Status: Published
Key Metrics
- Customer satisfaction rating: 4.5/5
- Tier 1 call answered within 60 seconds: 75%
- Tier 1 call resolution on the first call: 75%
- Abandon rate: 10%
- Average speed to answer a call: 70 seconds
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 are available via:
- Phone -- (512) 475-9400
- Chat
- Service Desk -- Lobby of the Flawn Academic Center (FAC)
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, home football game days, 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.
