Versions Compared

Old Version 49

changes.mady.by.user Susan Abrams

Saved on

compared with

New Version 50

changes.mady.by.user Susan Abrams

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Table of Contents

...

  • Strikethoughs are descriptions we believe are not longer valid
  • Orange highlights are are possible wording changes by Susan that are up for discussion 
  • Red highlights are Jordan/David wording changes 
  • Italics - DE to discuss

...

DS Services Web Description 

Our desktop support team provides end user hardware and software support.  We provide remote support through chat, phone, and email, scheduled office visits and in-person support at one of our walk-up service desks. We work with customers to resolve issues with University-owned computer hardware and software, assisting with software set up, end user configuration, and assistance with configuring University resources such as cloud storage, backup, email and calendaring systems.

...

  • for the latest university technology updates

Desktop Support Services

Our desktop support team provides customers with on campus and remote hardware and software support.

Support Hours

  • LAITS supports basic computing functions for University faculty and staff

  • Delivers support during standard University business hours 8:00 AM – 5:00 PM, Monday-Friday

  • Supports

    our

    customers using a "reasonable effort"

    * (see full definition below)

    • Emeritus Faculty , Students, GAs and TAs are provided with basic support if they have UT-owned devices
    •  Graduate Assistant or Research Assistants using  UT-owned devices (GRA / GA / TA) 

LAITS does not:

  • Deliver support in the evenings, on the weekends, or during University holidays or skeleton crew days

  • Provide staff for special events, or for events taking place during business hours

Internal Staff Notes

* Language to use: LAITS is committed to supporting our customers, even if we are not the experts in a particular field. Therefore, when we encounter work that is not part of our agreed upon scope, we will make a reasonable effort to help the customer with most types of problems.

**Some customers have a special agreement for LAITS to provide staff for special events.

...

Support Options

Support options include:

...

  • Campus Computer Store 

    • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

  • Dell Support 
    • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
    • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
      • Dell Warranty Support: 1-866-901-8629

...

  • Upon request, remove access to LAITS-managed systems

  • Wipe and prepare computers for reassignment*

    • Equipment will be returned to the department until it is assigned to a new person

  • Coordinate EML entitlement extensions via ITS.

  • Retirees will have access to mail 30 days after their last day at UT.

    • LAITS can coordinate an extension through ITS, if needed. ITS request form is here


LAITS staff do not:

  • Disable EIDs (we will contact ISO to do so if necessary)

  • Proactively track departing employees (departments must notify us)

  • Permanently grant or extend access to mailboxes for retirees/terminated employees

  • Set out of office reply for departed employees - Contact ISO

  • Recover UTBox files from personal UTBox accounts - contact ISO

...