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: Jamie Gutkowski

What we do

Line art image of a headset

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 Universities of Wisconsin.

Line art image of two people in a circle

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 Internal Operations

The Internal Operations Team provides building management, space management, and administrative support services for DoIT departments.

Line art image of a cloud with a down arrow

Product Management

The Product Management team helps DoIT manage its software resources effectively. We assist with DoIT Enterprise Licensing and manage the Campus Software Library. We assist the many teams and groups across DoIT with their vendor relationships, license negotiations, customer engagements, business analysis, customer billing, and software distribution.

Gears icon

DoIT Logistics

The Logistics team provides material handling services to many DoIT departments. This includes receiving, storage, order fulfillment, inventory tracking, shipping and mail delivery.

Presentation icon

IT Metrics & Data Analytics

The IT Metrics and Data Analytics (MDA) team works with DoIT teams to identify data and metrics to report on as a best practice for DoIT services. The MDA team produces real-time dashboards in Tableau, which aggregate data from multiple sources to provide a holistic view of DoIT services and operations.

Line art image of a talk bubble, video camera, pencil, calendar, user, and file folder

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.