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/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

13. So you call us… We ask for your EID Your EID identifies you as part of the Department Phone consultants will use the knowledge base to answer your questions

14. Knowledge Base Detailed information on customer computing environment –Systems and services –Consistent solutions –How they want us to handle things Updates owned by a single person

15. Reports

16. Questions?