😃 Helpful Information - INTERNAL USE ONLY
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- Link to Desktop Support SLA (BAD LINK)
- Team Member and Contact List
- ServiceNow Assignment Groups:
- LAITS-Desktop-PAR
- LAITS-Desktop-RLP
- LAITS-Desktop-NUR
- LAITS-Desktop-SEA
- LAITS-Desktop-UTA
- LAITS-Remote
- LAITS-Provost
- LAITS-Deployments
- LAITS-Desktop Off Campus
- Slack Channel:
- #laits-docs-all
- #par-doc
- #rlp-doc
- #nur-doc
- #dss-all
- #dss-remote
- #uta
Table of Contents
Current Web
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Description - DS Services
Our desktop support team provides end user hardware and software support. We provide remote support through chat, phone, and email channels and in-person support at one of our walk-up desktop operation centers (DOCs) or scheduled office visits.
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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.
Desktop Support Services
Support Hours
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Internal Staff Notes |
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* 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. |
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Support Options
Our desktop support team provides
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customers with on campus and remote hardware and software support.
Support options include:
- 'Walk up' Service Desks:
- PAR 106 - 8:00 am – 5:00 pm
- RLP 4.224 - 8:00 am – 5:00 pm
- NUR 2.104P - 9:00 am – 1:00 pm
- Chat based remote support
- Phone based remote support -512-471-5000
- Email based remote support - LAITS-Help@utexas.edu
- ServiceNow ticketing support
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Internal staff Notes |
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Off-site non-Austin Locations:
Off-site Austin Locations:
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Computer Repair
See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures
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Customers should bring their computers to LAITS to be evaluated for repair.
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If a hardware repair is required, LAITS typically relies on third-party to complete the repair. Exceptions may be made for simple repairs that do not require special tools and will reduce a customer's down-time.
See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures
Our hardware repair partners are:
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
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Internal Staff Notes |
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Off-site devices must be returned to campus at customer expense in order for LAITS to coordinate repairs. If bringing back to campus is not reasonable:
*Devices are occasionally replaced, rather than repaired during warranty service. Be careful to back up files! |
Inventory
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Computer Purchasing
(Move to Lifecycle section)
See Computer Lifecycle /wiki/spaces/LAITS/pages/77236059
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Loaners
Refer to the Loaner & Reassigned Devices page
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Internal staff Notes |
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If a student needs a loaner computer, the request should come from faculty or staff. |
Inventory
See Desktop Engineering Service Definition
Missing Devices
(Move to DE)
See Desktop Engineering Service Definition
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Surplus
(Move to lifecycle)
See /wiki/spaces/LAITS/pages/77240676
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Internal staff Notes |
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*Refer to the Desktop Engineering Service Definition for additional information about print management. Note that installation of network printers requires actions by both the Network team and Desktop Engineering teams. Significant installation delays may occur if we're not notified of a new MFP printer delivery at least two weeks ahead of time. **Some departments have historically received limited accounting, print code, address book, and restriction services. If requested, refer to management to see whether this will continue. |
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Software
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Software Support
- Install standard software on each computer
- Patch and update a limited set of software (more details here)
- Assist with UTBackup installation
- Install non-standard software as requested
- Apply "reasonable effort" to non-standard software*
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- 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
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