1. University Technical Services Help Center
The UTS Help Center, located on the main floor of the Anderson Academic
Commons, provides free technical assistance to University of Denver
faculty, students and staff.

2. The UTS Help Center is
open 8 a.m. to 10 p.m.
Monday through Thursday
and is also open on the
weekends until 8 p.m. or
10 p.m.
Flexible hours allow for
students to come and go
based on their own free
time or when tech
emergencies arise
requiring urgent
assistance..

3. Walk-ins laptop appointments
are based on a digital ticket
system where walk-in
customers log-in with their
DU ID and passcode and
provide a brief description of
the issue on webCentral.
The ticket is then entered into
an electronic queue and
assigned to a Help Center
consultant on duty.

4. In the 2010/2011 school
year, UTS employees handled
500 walk-in laptop
appointments per month.
That number is expected to
increase this academic year
due to their new location in
the Anderson Academic
Commons.
Right, UTS employee Casey
Litow, a sophomore electrical
engineering major and
computer science
minor, assists a customer
with her laptop.

5. UTS employees, like
Litow, deal with both Apple
and PC computers and are
familiar with a number of
common software programs
such as Microsoft
Office, Parallels and anti-virus
protection services.
In addition, supervisors with
professional technical and call
center experience are also on
staff to assist.

6. UTS employees
personally assist in walk-
in laptop appointments
and directly engage with
customers about the
nature of the problem.
By doing so, employees
can hear firsthand the
concerns of the
customer and can
become familiar with
each individual laptop
more rapidly.

7. Wait times for walk-in
laptop appointments vary
depending on the number
of appointments occurring
at that time. Usually, there
is little to no wait and
consultants can attend to
repairs quickly.
The Help Center sees more
customers at the
beginning, middle and end
of quarters, as well as
during the beginning of
the week.

8. Appointment times vary
depending on the severity of
the problem and the resources
required to repair the
computer.
In some cases involving more
structural hardware or
software damage, repairs can
last upwards of two hours.
Virus scans and other
diagnostic programs can also
account for increased
appointment times.

9. Malfunctioning laptops can also
be checked into the Help Center
for on site maintenance. Checked
in laptops carry a maximum 2-day
return policy and customers are
personally called when the repair
is completed.

10. In the 2010/2011 academic year, the UTS Help
Center received around 2000 service calls per month
in addition to walk-in laptop appointments.

11. At the Help
Center, employees
both field customer
requests via phone and
operate an email
based system.
Similar to the
webCentral digital
ticket system for walk-
in
appointments, employ
ees respond to
customer technology
questions over email
and provide insight
into fixing laptop
issues.

12. If a laptop repair requires additional parts or the replacement of hardware, the
Help Center can have the parts shipped directly to campus from the company
and install them (provided the parts are under warranty). Installation is
performed by employees with certification and yearly education.

13. UTS employees oversee the
computer labs located on the
main floor of Anderson and
are responsible for
maintaining printers.
Problems with lab
computers, either
operational or physical, are
addressed by UTS staff.
Left, Litow performs a head
count of users working on lab
computers.

14. In addition to laptop repair, the UTS Help Center also provides
temporary, limited laptop rentals for students and staff. If a customer
requires a laptop while providing proof of their personal computer
undergoing repairs, the Help Center can lend one out for no charge.