Customer Support Services (CSS)

Core Values

ITS Customer Support Services is committed to shaping our culture and reflecting what our people value most. Our core values are the essence of our identity – the principles, beliefs or philosophy. They are a lens for both internal and external customers alike. They enable us to educate one another and potential customers about what CSS is all about!


We are team players who are driven, determined, and serve collectively.


We strive for continuous improvement through feedback from employees, customers, and partners, key performance indicators, data trends, embracing mistakes, and celebrating excellence.


We foster collaborative connections and emphasize a positive personalized experience in every interaction.


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 provides IT support services related to EID, DUO, Office 365, email, Qualtrics, Box, and other services.

If you're not sure whom to ask for help, contact us!

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.

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.

getting the university back to work and back to class