Information Services

Overview

The UTMB Service Desk is the centralized point of contact for first level technical and application support to UTMB’s hospitals and clinics, academic and research enterprise, and institutional support areas. This service assists over 13,500 faculty, staff and students, 200 locations throughout Texas, and more than 15,000 devices.

Experienced Desktop Support staff the Service Desk 24 x 7. They provide first call resolution for the majority of the requests received via phone or email. 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
• First level application support
• Password Resets
• Remote Access Issues (VPN)
• Printer Management Issues
• MS Office product issues
• Major incident identification/management

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 is logged, 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 to diagnose and troubleshoot service issues; they will attempt to resolve the problem over the phone. The Service Desk staff are experienced desktop support staff providing remote assistance as a means to increase first call resolution. The staff rotate roles with onsite desktop support, the rotation model yields a number of benefits; it breaks the monotony of the call center and reduces staff turnover related to burnout and it increases user/site specific knowledge as it relates to each of our users disciplines. Service questions, compliments, or complaints should be directed to Chris Perry, Manager of Information Services chperry@utmb.edu or Emma Ramos, Associate Vice President 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.utmb.edu/WebAccess/.

Service Goals

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

Service Charges

There are no charges associated with these services.