The last three months have been surreal as University employees have been adapting to different working arrangements and it’s anything but business as usual. In the new ‘normal’, Technology Resources’ (TRecs) Desktop Support Services has risen to the challenge by providing timely and impactful service for their customers. With the initial surge of requests for laptops, the Desktop Support team was able to prepare and deploy over 70 loaner laptops to those who needed to work from home (including 26 for University Health Services).
Desktop Support Services (DSS) exists to provide technical guidance, networking support, break/fix, project support, and overall computer assistance. Before COVID19, their support was divided up into ‘zones’ based on geographical areas. After the on-campus working guidelines were announced, TRecs identified and deployed their essential/core team to address the need for physical support on campus (specifically UTPD) and stood up two temporary walk-up desks for their customers to bring their computers in if work needed to be done. The ‘zones’ became more virtualized, so the rest of the team would be able to support any customer, no matter their physical location.
The TRecs Deployment Team, whose sole responsibility was to deploy computers, jumped in to prepare loaner machines, assist with software installations, and remotely support our customers while they waited until it was safe to return to campus. They are now back on track and have implemented a “Pandemic Rollout Procedure” for addressing COVID-19 safety concerns when deploying new machines.
TRecs also worked with ITS Systems to deploy virtual desktops for those customers who did not have laptops to take home and needed access to UT resources. Currently, they have approximately 30 users who are utilizing this technology to work from home using their personal machines.
Customer support options have also been revamped. Before COVID, remote working customers could easily request service by emailing TRECS-Help@austin.utexas.edu, or contacting the ITS helpdesk. Now, TRecs has re-established their help desk (512-232-5020) for their customers to reach the desktop support technicians directly, and continue to maintain a minimum of four staff on the phones during the workday. TRecs is also working on a plan to continue the walk-up helpdesk starting on July 1st located in UTA (HR Lobby).
Sue Stewart