Customer Services & Operations

Services

Customer Services & Operations provides information technology consulting and help desk support for a wide range of services. This unit is responsible for:

Computer Maintenance
Provides and facilitates repairs of desktop computers, printers, and associated peripherals. Services include:

  • Hardware repairs for PC and Macintosh systems and printers
  • Software operating system and application installation and troubleshooting
  • System migration and data transfer
  • Data recovery facilitation with external recovery specialists
  • Spare parts and upgrades

UW Information Technology Service Center
Provides services and support for UW faculty, staff, students, and UW affiliates at three campuses and multiple off-campus locations, including several major UW health care groups, through a service center that responds and routes inquiries to help@uw.edu. Services include:

  • A help desk service for UW NetIDs, two-factor authentication and authorization systems (Entrust tokens and Astra), UW Email services (Alpine, UW Windows Live, and UW Google Apps, including backup and recovery)
  • Provision of phones, smart phones, call centers, voicemail, pagers, mailman, and Web conferencing
  • Technical project management for voice and data (wired and wireless, T1, etc.) connectivity for all “business-as-usual” staffing moves into UW rental, surge, and remodeled space
  • Administration and maintenance of tools for the UW person registry and UW person and office directories, including the UW directory assistance line

Computer Operations
Provides 24x7x365 support for a variety of services including:

  • Host/application/facility monitoring, problem determination, troubleshooting, and escalation and resolution support
  • Operation and maintenance of multiple peripheral devices in support of production printing services
  • Off-hour contact and communications support for the Technology Service Center, Data Center & Facilities, and other associated departments
  • Daily status reporting

UW IT Consulting & Desktop Support
Provides a wide range of consulting services to UW faculty, staff, and departments including:

  • Collaboration tools consulting
    • Exchange
    • UW Email
    • Outlook
  • Web development
  • Database services
  • IT project consulting
  • Help desk for hire
  • Global IT support services

Customer Relationship Management
Develops relationships with UW departments to understand their business processes and goals for supporting the University's mission. Customer relations managers:

  • Define and research service requests, advise customers on the best technology choices to serve their needs, and follow through to see that implementation progresses smoothly
  • Provide dedicated support for identified customers--acting as  the technical liaisons and advocates for providing emerging services to meet the University's vision
  • Coordinate communication and project timelines among various groups within UW-IT and with outside service providers such as Qwest and Verizon to fulfill requests, establish new product offerings, answer and resolve billing questions, and renew services and contracts

Managed Desktop Service
Provides a system of networked personal computers, centrally managed and supported by UW-IT. Services include:

  • Network file services, including both shared and unshared directory space
  • Backup and emergency restoration of file services
  • Operating system updates, including hot fixes, security patches, and enhancement
  • Account services to provide directory permissions
  • Virus updates
  • Detailed workstation reporting

Contact

Tammy Stockton
Director
Email | 206-616-5150
UW Mailbox: 359540