Managed Desktop Services

Service Description


Desktop Support provides technical support for Standard PCs, Macs, Laptops and Thin Client Computers. Computers receiving standard desktop support are managed with standard processes, tools, and policies. Remote administration tools are used whenever possible to minimize interruptions and provide faster service.


Support provided by Desktop Support Technicians include: installations, configurations, connections, maintenance, troubleshooting and/or repair of computers and peripherals. More detailed examples of the types of services provided are listed below.


Examples of services provided

  • Incidents
    • Hardware break/fix
    • Software support for the standard operating systems, productivity tools and utilities described below
    • Trouble-shoot problems
    • Remediate problems
    • MAC (Moves/Adds/Changes)
    • Install, move and change hardware and software
    • Configure hardware and software
  • Proactive level services
    • Ensure all devices have the recommended configurations, software versions, and most recent security protection
    • Plan, execute and maintain asset management functions for supported devices
    • Dispose safely – hardware, software and data
  • Individual Value-added services
    • Standard operating environment management through the controlled release of security patches, anti-virus updates, and other software
    • Technology Refresh program

The service is comprised of the following specific components:

Standard Hardware

  • Choice of standard laptop or desktop configuration
  • Full life cycle support
    • Procurement
    • Delivery and installation
    • Configuration
    • On-site break/fix and replacement
    • Level 1 technical support via UTMB Service Desk
    • Level 2 technical support via On-Site Support
    • Asset retirement, including hard drive erasure in compliance with state security standards
  • Response to customer moves/adds/changes (MAC) requests
  • Technology Refresh Program
    • Desktop/Laptop/Mac – 36 Month life cycle, replacement scheduled by Information Services. Technology Refresh program
    • Data - Refresh technicians will migrate data from the old to the new equipment as follows:
      • Copy user profile to new equipment (settings, favorites, etc.)
      • Copy data on C: drive to new equipment
      • Reload approved applications

Standard Software

  • Standard desktop image development and support
  • Automatic refresh/upgrades of software based on minimum standards
  • Release and patch management for approved software packages.

Student Desktop Support

Desktop support is provided for students on personal computers/laptops on a walk-in basis. Service is provided at the following locations during the hours designated.

Service Hours Location
Monday & Friday 9:00 a.m. – 1:00 p.m. Rebecca Sealy 1.710
Tuesday 12:00 p.m. – 4:00 p.m. Moody Medical Library
Wednesday 9:00 a.m. – 1:00 p.m. Learning Resource Center
Thursday 12:00 p.m. – 4 p.m. Jamail Student Center (1st Floor)

Customer Responsibilities

  • Contact the UTMB Service Desk reporting all incidents and service requests and provide an accurate description, including any error messages
  • Provide Asset Tag of device presenting the issue to the Service Desk
  • Allow desktop support remote management of devices to improve call resolution time

Hours of Availability

Desktop Support Services are provided to the campus 24 x 7. To request support contact the UTMB Service Desk at x25200 or for non-urgent issues email ishelp@utmb.edu.

Service Response Times

Incidents

  Mean Time to Contact Mean Time to Repair
Emergency Priority* (Patient Care) N/A 30 min
Emergency Priority* (Patient Care) After Hours N/A 1.5 hours
High Priority 2 hours 4 hours
Medium Priority 4 hours 8 hours
Low Priority 8 hours 16 hours

Moves/Adds/Changes (MACs)

  Mean Time to Contact Mean Time to Repair
Emergency Priority* (Patient Care) N/A N/A
Emergency Priority* (Patient Care) After Hours N/A N/A
High Priority 8 hours 16 hours
Medium Priority 12 hours 24 hours
Low Priority 20 hours 40 hours

Desktop Support Rates

  Rate Unit/Frequency
PC/Laptop/Mac Support $24.00 Monthly
Thin Client Support $16.00 Monthly
Hourly Support for Non Supported devices $50.00 Hour

Performance and Service Level Reviews

Desktop Support Services will produce and review monthly reports identifying the performance against the existing Service Level Agreement. Metrics can be found on the Service Level Review Page.

Desktop Support Program Participation

  • To add computers to the support model complete the Add PC Request Form
  • To remove computers from the support model complete the Remove PC Request Form
  • To make a PC service request complete the Online PC Service Request

To receive further information regarding the Desktop Support Program please contact:

Emma Ramos
Information Services Manager
(409) 747-9559
elramos@utmb.edu