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User Services

User Services. Services. Desktop Support Technical Support Help Desk User Services Customer Relationship Management. Desktop Support. Install, maintain configure , and support computer operating systems and licensed software

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User Services

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  1. User Services

  2. Services • Desktop Support • Technical Support • Help Desk • User Services Customer Relationship Management

  3. Desktop Support • Install, maintain configure, and support computer operating systems and licensed software • Coordinate maintenance, repair, and/or replacement for in-warranty hardware • Assist customer in completing their annual reporting of the Information Security Office risk assessment (ISORA) • Provide recommendations on hardware and software lifecycle

  4. Server Support • Install, configure and update server operating system software • Configure and maintain server security • Provide recommendations for hardware lifecycle • Maintain a site manual • Implement a backup strategy that meets the business requirements for the customer • Assist the Customer in completing ISORA • Log changes to any server’s environment

  5. Lab Support • Develop and deploy one or many standard lab images • Hardware repair and maintenance • Provide proctor staff for the site; including hiring, scheduling, training and managing proctors.

  6. Help Desk • Campus-Wide Services • Call Center • Walk-in Desk • For Fee Services • Drop-Off Service • Contract Service • Remedy licensing and development

  7. Campus-Wide Services • Call Center • 475 – 9400 • Walk-in Desk • Flawn Academic Center • Online • Chat, email • http://www.utexas.edu/its/helpdesk/

  8. Help Desk Top Issues • Password resets • Networking • E-mail • Voicemail • Mainframe • “Topic of the Day”

  9. Drop-Off Service • Operating system installation and software installation with the latest patches. • Data recovery and transfer. • Wireless or networking configuration. • Security software from BevoWare.

  10. Contract Services • Call Center • Remedy Licensing and Development

  11. User Services Customer Relationship Management • Act as customer representative to ITS • Coordinate efforts of ITS service providers • On-Board new customers • Manage contract issues

  12. So you call us…

  13. Knowledge Base • Detailed information on customer computing environment • Systems and services • Consistent solutions • Howtheywant us to handle things • Updates owned by a single person

  14. Reports

  15. Questions?

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