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.