For years, UT’s technology support needs were served by two organizations, the UT Service Desk and askUS Support. Each organization provided campus with support for specific sets of systems and services using separate, customized online portals and processes. In 2025, Enterprise Technology leadership called on the Enterprise & Experience team to reimagine how it provided customer service to the UT community as part of a larger strategy of Service Delivery Modernization.
The Help Desk Unification (HDU) project was created to enhance the customer support experience for the UT community by simplifying how campus asks for help.
Enterprise Technology Support Center
The central pillar of this enhanced experience is a new, modernized technology portal which serves as a single point of entry for all technology support requests. The new portal also combines access to materials previously hosted in multiple knowledge bases into a single search bar. For campus, the new Enterprise Technology Support Center helps take the guesswork out of knowing where to turn when in need of technology support.
With the UT Service Desk and askUS Support teams joined to form the Enterprise Technology Support Center organization, requests for support are now managed by a unified support team. The new organization’s structure ensures an improved, cohesive, and streamlined experience for all campus customers.
Key Enhancements and Benefits Introduced by the HDU Project
The Enterprise Technology Support Center portal offers customers a modernized, single point of entry for all technology support requests.
The HDU team developed a new smart intake form to automatically route requests to the correct support team based on information provided by the customer.
Requests are managed by a unified support team organized to ensure a collaborative and comprehensive approach to providing solutions to customers.
Customers continue to receive assistance from the same dedicated team of support analysts that they did before unification.
Get Support
Visit the Enterprise Technology Support Center for quick solutions and helpful resources or use the online portal to request help. Need additional help, visit us in-person for a hands-on extension of the portal. View the Support Center hours of operation.