UNLV IT Support Hub: Improving Customer Support with Computer Management Application Upgrades

Overview

UNLV IT is improving the customer experience and access to IT resources with the launch of the UNLV Support Hub on university-barcoded computers managed by UNLV IT. The hub is where faculty and staff go to securely install software or get IT support they need without needing to contact the IT Help Desk.

Why are we doing this?

Faculty and staff have ever-changing needs and should have the agency to install the software they need to teach, research, and perform their work functions. The UNLV IT Support Hub will help empower users to get software and IT support in a way that also ensures the security of our computing environment and adheres to university licensing requirements.

What you need to do

No action is needed for faculty and staff who have a Mac or Windows computer managed by UNLV IT. You can use your computer while the UNLV IT Support Hub is automatically installed.

Benefits and Outcomes

Quickly Install Campus Applications

With the upgraded UNLV Self Service feature, easily download and install many widely-used campus applications without needing to contact UNLV IT for installation.

Easier Access to Group X: Drives Through Rebel Files (Mac Users)

Mac users can easily find X: Drive folders and files using the upgraded UNLV Self Service feature.

Improved Technology Support Experiences

If someone contacts the IT Help Desk, UNLV IT staff will be able to use the management tools to find important information about the computer, needing less technical information from customers and making for a more efficient support experience.

Easier Access to Technology Support

Customers will be able to easily find and access IT Help Desk support, including self-service tools, helpful knowledge base articles, and current and former request tickets, in one easy-to-access location.

Project Phases

Phase 1: Mac Computers (Complete )

  • New and rebuilt Mac computers: April 1
  • Pilot program (UNLV IT, College of Education, & Public Health): May 15 - June 14th
  • Campus rollout: July 1st, 2024

Phase 2: Windows Computers (Complete )

  • Microsoft Software Center (Self Service) campus rollout: July 1st, 2024

UNLV Top Tier 2.0

Infrastructure and Shared Governance: The project directly addresses the need for improved infrastructure by implementing the UNLV IT Support Hub and upgrading access to self service resources. These enhancements will provide users with better access to information about their computer, streamline software installation processes, and improve communication channels with the IT Help Desk. By investing in these tools, UNLV demonstrates its commitment to developing and leveraging the conditions necessary for success, as outlined in the Infrastructure and Shared Governance core area.

Project Leads

Project Sponsor: Hector Ibarra

Contacts