If you have additional questions not explained below, please submit a Service Ticket for assistance.
Under the new ITS TSP service model, UI faculty and staff will no longer call the Information Technology Services (ITS) Help Desk for technical support. Instead, much of the campus will be mapped into geographic regions, and each region will be assigned a team of Technology Solutions Partners who will provide technical support for that region. There will be eight total TSP Service Regions on the Moscow campus. For employees in the colleges of Agricultural and Life Sciences, Engineering, Law, and Natural Resources, and for UI employees outside Moscow, you will continue to contact your college or center’s technical support staff.
In response to employee feedback and to support future university growth, ITS made this change in order to offer more consistent, specialized employee support with the goal of improving the service and support delivered to faculty and staff. ITS changed its support model because we aim to give you a better experience with technology in your work environment and a focused, single point of contact for your IT needs. In the past, you’d call the ITS Help Desk or Technical Support Services (TSS) when you had tech challenges. Now, you will now contact your Technology Solutions Partner.
Our Technology Solutions Partners (TSPs) are skilled, highly trained members of the ITS staff, both full-time and temporary help. Each TSP receives over 200 hours of specialized training in order to offer support to our university employees. It is their goal to provide exceptional service and support at the local level — delivering consistent, reliable and friendly assistance daily to the departments and units serving our UI students.
Access the TSP directory map and find the location of your TSP team. Because of the spread out nature of many of our campus units and departments, the Technology Solutions Partners are positioned across campus based on geographic regions rather than by unit. Each TSP team will have a “home base” located in its service region. This will allow your TSP to visit you, or you to travel to their office, without the burden of crossing campus. It’s local technical support during standard university hours where you need it!
In general, there are four ways to tell your TSPs you need technical help. You can expect a contact from your TSP within four business hours.
- Submit a TSP service ticket: you can fill out an online service ticket at divinedestinations.info/tsp.
- In person: Go to your TSP’s office. Each region has a central TSP office location as home base. Locate your TSP office.
- Call your TSP: Each TSP team has a shared phone number that all team members have access to and will check regularly.
- Email your TSP: Each TSP team has a region-specific email account that will be checked regularly.
Once your service request has been received, your TSP will contact you within four business hours to assess your technical need and take next steps to resolve it.
The TSP directory map provides contact information for all eight TSP Teams.
Submitting a TSP Service Ticket is the quickest way to let your TSP know you need technical help. Once submitted, you can expect a contact from your TSP within four business hours. Typically, tickets are resolved within a couple business days. Tickets with unique issues or related to ordering computer hardware or software may take longer.
Service tickets are reviewed by ITS staff Monday through Friday during business hours. There is no TSP service on the weekend or during official University of Idaho holidays.
TSPs process service ticket requests based on the order received most of the time. However, if multiple tickets are in the queue, then tickets are prioritized based on a set of criteria. The list below details some of the criteria used to determine priority.
When received, service tickets are reviewed, prioritized and forwarded to the specific TSP who covers that employee’s region to resolve.
- Critical — Many customers down
- Power outage across campus because of severe high winds
- Urgent — Many customers affected
- VandalWeb interface crashes with too many students trying to access it.
- High — One customer down
- UI Net ID password doesn't work.
- Computer does not start up.
- Normal — One customer affected
- Mobile access to email is not working on an employee's phone.
- Purchase of new computer software
Service tickets for UI technical staff other than TSPs will be forwarded to the correct support person (i.e. for UI students that is the Student Technology Center and for UI employees, some units/departments have System Administrators). It is the goal of Information Technology Services (ITS) is to make sure every UI student and employee receives the technical help they need in a timely manner.
All TSPs will offer a standard set of technical services, including account creation and management; email and printer support; computer security and software; Office 365 support; software installation; file management and recovery; networking connectivity and patching; video conferencing and Zoom training and scheduling assistance; classroom response and access; device installation and troubleshooting; and more! View the list of TSP standard services.
Contact the ITS Classroom Technology Services (CTS) team if you are in a general classroom scheduled by the Registrar’s office. If you are logged into the system touch panel, then you would want to press the “eHelp” button on the touch panel to let the CTS team know you need assistance. CTS can also be reached at 111-111-0570 or by email at [email protected]. Once contacted, a CTS staff member will respond to your location as quickly as possible, usually within five minutes. Initially, some TSPs will support classroom technology in their region; however, most will not. In the near future, TSPs will likely add classroom technology to their list of services.
No. Those departments or units on the Moscow campus with existing technical support staff will continue to work with those personnel. If you need assistance beyond what your technical support staff can provide, please contact ITS via email at [email protected].
Our statewide employees will continue to use the technical support staff located in the university centers or assigned to their office. If you need assistance beyond what your technical support staff can provide, please contact ITS via email at [email protected].
The Help Desk is now the Student Technology Center (STC) as of fall semester 2017 and will offer technical solutions for our students. If an employee contacts the STC, ITS staff will direct the employee to their Technology Solutions Partner (TSP) for assistance.
ITS Technology Support Services employees are still working for the university but many are now Technology Solutions Partners. No ITS staff person lost their job due to the service model change.
For now, students will contact the ITS Help Desk — which is being renamed and refurbished this fall into the Student Technology Center, a student-focused service space dedicated to supporting the technology needs of students specifically. Students can continue to access technical support by phone at 111-111-4357, email at [email protected] or via walk-in service is available at the TLC 128, Library (First Floor) and Vandal Card Office located in the Bruce M. Pitman Center.
Information Technology Services will not charge individual departments and units for TSP services involving labor. However, hardware and software purchases and associated costs will be charged to the area.