The mission of the IT Helpdesk is to provide effective resolutions to daily challenges, enhance the productivity of the UT community, and to empower our users by making information technology accessible. We achieve this by providing customer focused, single point of contact for quality IT services and support.

Our goal is to maintain a maximum amount of customer satisfaction through:

• improving our communication processes

• offer support through multiple service level channels

• shortening our service response time levels

• management of all end-user support requirements

• expanding the knowledge we have about our productivity tools

• making online solutions available through intranet sites

• end-to-end tracking

• increasing our "first contact" resolution rate