University of Wisconsin–Madison

User Services

User Services offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW-Madison campus community.

Director of User Services: Tamara Walker

Help Desk

Provides faculty, staff and students complimentary assistance with a wide range of personal devices, software, and DoIT- and campus-provided services such as Office 365, Course Search and Enroll, and the Canvas course management system (among others). Support is available online, by phone, chat, and email seven days a week from 7am to 11pm. In addition to providing consultation and support services, the Help Desk provides IT Service Management system services to the Division of IT, as well as contract customers at UW-Madison and with UW System.

Departmental Support

Provides contract departmental IT support services to UW-Madison departments, ranging from backup support for departmental staff to full-service, on-site departmental and LAN support. Departmental Support also offers endpoint management services utilizing anti-virus, OS patching and sensitive data recovery tools for continuous monitoring/updating.  Specialized services include endpoint compliance for PCI (Payment Card Industry) transactions and FISMA/Select Agent sensitive data.

DoIT Logistics

Our  team provides ongoing DoIT fleet vehicle support, and building receiving and delivery support for the Computer Sciences Building.

Product Management

Provides customized buying support for campus departments and users. In addition, the Product Management team manages the Campus Software Library that delivers complimentary academic and research software to faculty, staff and students and also manages the WISC software program that delivers discounted software to all UW System users.

Productivity & Collaborative Solutions (PCS)

PCS specializes in technologies that enable individuals and organizations to work more efficiently and effectively. Core services include Office 365, G Suite, chat, personal document storage, email lists, and surveys.  Work products include system acquisition and implementation, technical architecture and design, application integration, custom software development, consulting, project management, and support of production enterprise system environments.