User Support Services (USS), a campus wide support organization created under the Transform IT program, is designed to:
- Increase efficient use of IT support resources
- Reduce or eliminate duplication of user support for IT services
- Consolidate support tools, processes, and services
- Create a consistent user experience
USS is designed to provide User Support Services on both a geographic and functional basis.
The USS Service Desk will provide contact center support to all students and employees. Four USS Support teams will provide technical assistance to academic and administrative units. Of these four teams, three have been assigned to cover units with an academic mission, and one will provide support to units with an administrative mission.
Customers supported by USS will be able to request assistance via the UO Service Portal. Depending on the type of request, your question in the Service Portal will automatically route to the appropriate IT staff for assessment, troubleshooting, triage, and resolution.
User Support Services’ mission is to respond and resolve customer service requests in a timely manner depending on the type and complexity of the request.
For customers who request assistance through the UO Service Portal, User Support Services will respond to the customer within 6 business hours. If not resolved upon first response, next steps will be communicated by the technician with an agreed upon plan and timeframe for resolution.
Ticket and survey data will be evaluated and analyzed quarterly. The service level goals are:
- 95% of Service Portal tickets responded to within 6 business hours.
- An average score of 3 or higher on all customer surveys.
See User Support Services Metrics to review this data.