Overview

T he UTMB Service Desk is available for all UTMB faculty, staff, and students. It is your first point of contact for attempting to diagnose and resolve IT service problems.

The UTMB Service Desk is now being operated and managed by Information Services. This service was previously outsourced and provided by Atos Origin. The UTMB Service Desk is the first step for attempting to diagnose and troubleshoot service problems and will attempt to resolve the problem over the phone. The Service Desk is staffed by experienced UTMB Desktop Support staff providing first call resolution for the majority of the requests. If the Service Desk is unable to provide a solution to a problem a ticket is opened and forwarded to the appropriate department or group.

Services

Services Included:

• All IT Service Related problems
• Password Resets
• Remote Access Issues (VPN)
• Printer Management Issues
• MS Office product issues

Customer Requirements

When contacting the UTMB Service Desk, information will be gathered or verified, including but not limited to employee name, location, phone number and problem. Once the incident has been logged to the Service Desk, an email will be received indicating a call tracking number for the problem reported. Each call to the UTMB Service Desk will generate a separate tracking number - even if the call was a simple question about the status of a previous request. This tracking number is important because it allows UTMB Information Services to document each call.

Typically, the tracking number sent by the UTMB Service Desk will indicate that the ticket is either “Open” or that it has been “Closed”. A closed ticket indicates that a technical support representative directly addressed the problem and has clear indication that the problem was resolved. A closed ticket may also be sent if the ticket was directed to a department not supported by Information Services and that the departmental representative was alerted or paged regarding the problem. In these cases, this is the limit of the UTMB Service Desk’s ability to assist with the problem.

Service Support

The UTMB Service Desk is the first step for attempting to diagnose and troubleshoot service problems and will attempt to resolve the problem over the phone. The Service Desk is staffed by experienced UTMB Desktop Support staff providing over the phone troubleshooting support. Service questions, compliments, or complaints should be directed to Chris Perry, Manager of Information Services chperry@utmb.edu or Emma Ramos, Director Information Services elramos@utmb.edu.

Availability

The services of the UTMB Service Desk are available 24 hours a day, 7 days a week. The UTMB Service Desk can be contacted on campus at extension 25200, in Galveston at 409.772.5200, Houston at 281.554.1577, or toll-free at 888.898.2401. Less urgent inquiries can also be emailed to ishelp@utmb.edu. Service requests status and new Service requests may also be submitted by visiting http://landesk/WebAccess/.

Service Goals

Resolve 85% of service incidents or service inquiries at first contact.

Service Charges

There are no charges associated with these services.