At ITS Customer Support Services, we prioritize shaping a culture that mirrors the values cherished by the university community and our team members. Our core values serve as the bedrock of our identity, embodying our principles, beliefs, and philosophy. They provide a lens through which both internal and external customers perceive us, enabling us to not only educate one another but also to showcase to potential customers what CSS truly stands for.
Core Values
Community
We are team players who are driven, determined, and serve collectively.
Quality
We strive for continuous improvement through feedback from employees, customers, and partners, key performance indicators, data trends, embracing mistakes, and celebrating excellence.
Service
We foster collaborative connections and emphasize a positive personalized experience in every interaction.
Innovation
We foster innovation by encouraging different perspectives and ideas from diverse backgrounds and experiences.
UT Service Desk
We are here to help! The Service Desk's scope of work includes EID, Duo, VPN, network connectivity, Office 365, email, Qualtrics, Box, Canvas, and Zoom.
We assist seven days a week except during University holidays. We provide limited support for some holidays.
Review our Service Level Objective (SLO) for information on the support levels provided by the UT Service Desk to the campus community.
Technical Customer Support
The Technical Customer Support team (TCS) partners with the Service Desk and other IT service owners to provide advanced customer support for a variety of needs.
TCS also contributes to continuous service improvement to reduce resolution times, improve customer and employee experience, management practices for public and internal support knowledge.
ID Center
The ID Center provides ID cards for students, faculty, staff, retirees, official visitors, and other eligible university affiliates. The ID Center also upgrades UT EIDs for qualified individuals to allow full access to online services. Also, the ID Center provides in-person IT help for services such as DUO, EID, and VPN.
Service Delivery
The Service Delivery team develops, monitors and shares metrics and Key Performance Indicators (KPIs) to ensure quality service delivery. This team provides specialized support for products, tracks projects, maintains CSS branding, along with coordinating events engaging for the UT Community.
The team is part of rolling out and managing ITS Service Management, which includes incident, problem, change, catalog, request, knowledge, and service governance.
ServiceNow
The ServiceNow team provides platform development and customer service related to systems delivering IT Service Management, Customer Service Management, and HR Service Delivery. The team also supports ServiceNow integrations with other campus systems, such as Microsoft Teams, DocuSign, and Amazon Connect.
