Helpdesk
Jump to:
UAS ITS Service Agreement
Revised: October 9, 2026
- Service Area
- Helpdesk
- Service Needed
- First-line technical support
- Department Role
- Contact the helpdesk via the shared email (uas.helpdesk@alaska.edu) or telephone queue (796-6400 or 1-877-465-6400)
- Provide a detailed description of the issue
- Be prepared to work with support staff to resolve the issue
- IT Services Role
- Respond to all calls / emails / voicemail messages promptly
- Provide professional customer service
- Provide solutions/answers or escalate to staff who can
- Service Outcome
UAS ITS Assessment Plan
Revised: October 9, 2026
- Service Area
- Helpdesk
- Service Needed
- First-line technical support
- Service Outcome
- UAS employees have prompt, effective and professional first-line support for UA-provided technologies.
- UAS faculty and staff are able to use technology effectively in all programs and services (UAS strategic plan)
- Administrative Services Mission Alignment
- Effective and Efficient Practices: Yes ✅
- Fostering Cooperation: Yes ✅
- Compliance: No
- IT Services Success Indicators
- To be Determined
- Data Collection and Analysis Procedures
- Helpdesk staff monitor contact reception and response times
- Utilization of Results
Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:
- Employee performance: increase oversight, training and accountability measures.
- Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
- Internal process / workflow: reassess processes and service strategies
- Reporting Strategy
To be determined.