University of Illinois System

Service Desk

Service Description

Provides Tier I and Tier II customer service and direct user support to the University of Illinois community in support of administrative information technology solutions.

Functions of the AITS Service Desk include:

24x7 phone and email support

  • A priority of the Service Desk is to be responsive to the needs and questions of our customers in the form of high quality customer service. The bulk of these questions arrive by phone and email so much of our attention is focused on these support channels. We work with higher tiers of support throughout the organization for more advanced levels of expertise needed to solve issues.

24x7 system monitoring

  • We use several monitoring tools to keep watch of our critical systems and applications, to proactively find and report problems before our customers are affected.

Campus and Unit after hours support and monitoring

  • After hours customer service and emergency triage for Technology Services and the Illinois University Library

Production batch job support during non-business hours

  • We monitor our production scheduling system (Application Manager) during non-business hours and occasionally during business hours. We take appropriate action on aborts and failures, ensuring smooth continuity of business functions overnight from one day to the next.

Triage and escalation of system issues

  • When our monitored systems show signs of distress during times of critical need, we immediately contact staff members via paging and phone to alert them to the issues. We maintain the on-call rotation lists as scheduled by their respective teams.

Hours of Availability

This service is available 24 hours/day x 365 days/year.

Customer Responsibilities

Customers should be prepared to provide their UIN and possibly date of birth for identification purposes. They should also be prepared to answer troubleshooting questions and allot time for working with us to solve issues on their first point of contact for maximum service quality. For more information on how we work with customers, see:

How Do We Charge?

AITS does not currently charge for this service.