😃  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

LEGEND: 

• 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

Current Web Description - DS Services

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Our desktop support team provides 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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• 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

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See Computer Lifecycle /wiki/spaces/LAITS/pages/77236059

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Loaners

Desktop Support may loan computers when a faculty or staff member is temporarily without a computer due to troubleshooting or repairs.

Refer to

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Loaner & Reassigned Devices

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Desktop Support may loan computers to faculty or staff when:

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Inventory

(Move or link to DE?)

See Desktop Engineering Service Definition

Missing Devices

(Move or link to DE?)

See Desktop Engineering Service Definition

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Surplus

(Move or link to lifecycle)

See /wiki/spaces/LAITS/pages/77240676

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Printer Configuration

LAITS

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staff maintain a guide for departments transitioning to new printer models

See Desktop Engineering /wiki/spaces/LAITS/pages/77234708

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Standard Software Support

LAITS Staff installs and supports a standard list of software on university owned computers

• 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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Office Move Support

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Staff can assist with creating work tickets and reconnecting computers, printers and phones faculty members changes offices. 

• Reconnect computing equipment when a faculty member moves offices*
• Carry or transport equipment between close locations on behalf of faculty*
• update CLAIM when we have helped facilitate an office move
• create tickets for office moves
• Move Template.xlsx

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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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