Posted on: August 25, 2017

I wanted to take this week’s update to highlight ITS efforts that support start of semester.  It takes a small UT village to orchestrate all the activities needed to welcome students to campus and provide them with the knowledge and tools needed to be successful.  As with many efforts, achieving success is not the result of one big thing but the cumulative results of many little things.  The ITS Customer Support Services (CSS) team plays a critical role, providing a host of little things in preparation and support for a hugely successful fall semester.

One of the first touchpoints students have with campus is creating that student ID.  They will fret over the look of the picture, maybe lose it once or twice, use it to access places of learning and research, and keep it as a treasured memento of their time here at UT.  Since June, CSS has issued more than 8,500 badges to students, new faculty, and staff members.

CSS also staffs walk-up services at the Peter Flawn Academic Center (FAC) for Service Desk and ID Center support.  At this service desk, CSS intercepts incoming questions related to everything from identification cards, campus locales and directions, general IT questions, and safety questions related to Sure Walk.  The service desk assists with Mooov-In related questions, how do I access the network and Canvas, local lore about the albino squirrel, and do you have the lyrics of The Eyes of Texas?

In addition to being a face of the ITS organization, CSS also works behind the scenes to help develop the knowledge base for questions and answers pondered on campus. CSS has created or refreshed over 300 knowledge articles to ensure accurate responses for known issues and frequently asked questions on campus. They have trained nine new student employees and three new full-time employees this summer to prep for the onslaught of questions and requests as the campus comes back up to full speed.  In the month of September, the number of Service Desk contacts is estimated to increase by 64%, resulting in approximately 8,000 contacts and interactions of support.

To connect with CSS, visit us at the Help desk in FAC or visit our new Service Desk metrics and support page here for additional information.

Thank you CSS team for all that you do to!

Welcome back to campus.