Desktop Support Services includes managed desktop support, fleet management, security and compliance management, network and voice support, application support, and specialized tech assistance. Available through annual contracts, we provide technical support for university-owned devices, ensuring adherence to UT requirements and IT best practices.
See below to explore all services and features. Please also review the service level agreement, rates/pricing, and the FAQ section.
Features
Managed Desktop Support
- End user IT support for UT-owned desktops, laptops, and mobile devices
- Hardware and software assistance
- Computer repair management
- Loaner computer services
- Support for departmental moves
- IT Services Management
- Computer fleet lifecycle management
- IT asset procurement, tagging, returns, and delivery
- Asset transfer and disposal services
- Audio/visual equipment support
- Printer support
- Inventory tracking, reporting, and certification
- Provisioning, imaging, and deployment
Fleet Management
- Security and compliance management
- Computer image creation and management
- Print server management
Managed Departmental Network and Voice Support
- Troubleshooting
- Basic network management
- Comprehensive network management
- Basic voice management
- Customer representation for requirements gathering for renovations and new building projects
Managed Application Support
- Customer software license management
- Customer application support
IT Consulting / Specialized Tech Support
- Customer application consulting, evaluation, and recommendations
Additional Services
- Computer Purchasing Program
- Mobile Device Management (MDM)
- IT Coordination
- Database Management
Available to
Desktop Support Services are available to TRecs customers based on their annual contract agreement.
Support
Technology Resources Provides:
Desktop Support Services provides technical support for university owned computing devices including desktops, laptops, tablets, printers, select multi-function devices and UT owned iPhones. We provide ongoing support and maintenance for devices running supported Windows or Apple operating systems and TX-RAMP certified software applications. Support includes troubleshooting, testing, recommendations and installation and remediation of computer system and peripheral issues according to UT requirements and IT best practices.
Customer/Client Provides:
Desktop Support Services does not provide copier repair services, although we assist with ensuring connectivity and functionality for the end user.
Expectations to Requested Service
Desktop Support Services strives to provide timely responses to customers' needs.
Special Instructions to Requesting Services
DSS develops Annual Service Level Agreements (SLAs) for each of our customer departments to specify services included customized to their unique needs, technician availability and response time requirements.
Our standard hours of operation are Monday through Friday: 8:00am to 5:00pm (excluding holidays). Extended after-hours support is available only as negotiated and contractually formalized.
For immediate assistance with installations, networking, connectivity, and basic troubleshooting, you may contact us directly at 512-232-5020. If the issue is not critical or time-sensitive, you may submit a ticket through ServiceNow by emailing trecs-help@austin.utexas.edu.
When you call or email us, we make an assessment based on the information you have given us to determine the priority as listed below:
| Priority Level | Description | Contact Method | Response Time |
|---|---|---|---|
| Critical* | A service, server, or business-critical computer is completely down. | 512-232-5020 | Within 2 hours |
| Urgent* | High-impact issue where production is severely impaired; or there is a significant customer issue. | 512-232-5020 | Within 4 hours |
| Important | Important issue that does not have a significant productivity impact; time-sensitive. | trecs-help@austin.utexas.edu | Within 24 hours |
| Routine | A repair, installation, or help that can be scheduled at a time that is convenient for the technician and the customer. | trecs-help@austin.utexas.edu | Within 48 hours |
| Planned | Large or medium-size effort needed to resolve; computer replacements; fleet management. | trecs-help@austin.utexas.edu | Within 7 days |
*For issues that are Critical or Urgent, please contact our Helpdesk at 512-232-5020.
Rates/Prices
- Computer Purchasing Program: Maintain current with new hardware specifications, UT System requirements, ensure that hardware remains compliant with university policy; Procure, receive, asset tag, and deploy new computers through our Deployment Center; $100 per computer purchase.
- Mobile Device Management: Limited management of UT-owned mobile devices. This must be approved ahead of time; $25 per device per year to manage the MDM and profiles needed for departmental specific needs.
- IT Coordination: departmental assessment and requirements gathering is needed to assess feasibility of service request and customized pricing.
- Database Management: departmental assessment and requirements gathering is needed to assess feasibility of service request and customized pricing.
- All other services require a departmental assessment and customized pricing with a signed annual contract.
FAQs
Question: Are there any TRecs Desktop Support Services (DSS) Policies that I should be aware of?
Answer: See TRecs DSS Policies
Question: Where can I find TRecs DSS recommended hardware models and UT Contracted pricing?
Answer: For TRecs DSS recommended hardware models and UT Contracted pricing, you can refer to the following links:
Please note that due to fluctuating pricing and ongoing supply chain issues, the pricing provided at the links above are estimates only and may not reflect the exact pricing for current purchases. It's advisable to check for the latest updates and confirm pricing before making any purchases.
Additional Information
Billing for Services:
- Service contracts are invoiced/billed annually.
- Any additional services or items requested will be billed via IDT using UT Tracker.
Purchasing:
Purchase Order requests and UT Market orders are routed to BFS Purchasing. These requests require final departmental approval in FRMS.
DSS stock Items, such as hardware, batteries, and bulk-purchased software licenses, are billed via IDT using UT Tracker.
