Service Desk managers
From Galveston Area(409) 772-5200
From 281 Area Code(281) 554-1577
From All Other Areas(888) 898-2401
Email less urgent inquiries ishelp@utmb.edu
Self-Service Portalhttp://landesk.utmb.edu
UTMB Service Desk offers 24/7 support

The UTMB IS Service Desk

Our goal is to resolve 85% of service incidents at first contact.

The UTMB IS Service Desk is UTMB’s initial point of contact for computer and IT assistance, supporting over 13,500 employees and students and more than 15,000 devices at over 200 locations throughout Texas. Experienced support personnel provide one-call resolution for the majority of our customers.

If the Service Desk is unable to resolve your issue while we have you on the phone, the support specialist will create a ticket for your service request and assign the ticket to the appropriate IT team.

If the IS Service Desk is unable to resolve your issue while we have you on the phone, the support specialist will create a ticket for your service request and assign the ticket to the appropriate IT team.

  • That team has 4 business hours to acknowledge the request (to you) through the ticketing system
  • For typical “medium priority”  support requests, the team has 8 hours to resolve the issue detailed on the ticket
  • IS resolves the majority of medium priority service requests well within the allowable window
  • Requests for a change or an additional service (known today as Move/Add/Change, or ‘MAC’) may require much more time to complete, depending on the request. We will communicate those details to you
  • Occasionally, a ticket may be placed on hold while a resolution is developed. As an example, maybe the LCD display for your laptop is on back-order for two weeks. Your ticket will be placed on hold until the part arrives
  • Major incidents, such as application outages, are open until a resolution is achieved. IS communicates the incident status periodically during the incident, through email notifications and alerts posted to UTMB web pages

When calling the Service Desk, please expect to provide your name, location, phone number and the tag number of your UTMB device. You will be asked questions to help verify us your identity. When using the self-service portal to create or check on a request, you will need to authenticate with your UTMB credentials.

One of the tools often employed is remote assistance, which allows the IS Service Desk staff to control your computer while you watch. You might be asked to visit https://utmb.screenconnect.com and enter a code given to you verbally. This is safe, secure and usually an effective way to provide you with a resolution.

Once the incident is logged and a service ticket assigned, you should receive an email verifying the ticket number for the problem reported. Each call to the IS Service Desk will generate a separate ticket number - even if the call was a simple question about the status of a previous request.

Typically, emails sent by the UTMB IS Service Desk related to your service request will include a request status, indicating that the service request is “Open” or that it has been “Closed."

  • An open status indicates that the issue is not yet resolved, and support specialists continue to work towards resolution.
  • A resolved request indicates that a technical support representative directly addressed the issue and has clear indication that the problem was resolved.
  • A closed request status indicates the incident has been resolved and is no longer active.
  • A closed request status may also be applied if the issue was directed to another department. In this case, alerting or paging the department's representative is the extent of the Service Desk’s ability to assist with the issue.

You may check the status of your request status online at http://landesk.utmb.edu

Once your issue is resolved, you might receive an email invitation to complete an assessment survey, providing IS with feedback on your experience. We use this feedback to improve our services, and your response is very much appreciated.

Service questions, compliments, or complaints should be directed to

IS Manager:
Chris Perry
Telephone:
(409) 772-3820
Associate Vice President, Information Services:
Emma Ramos