IT Organization

Client Support & Services (IT-CS&S) is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS&S focuses on helping the UD community use technology effectively and efficiently. IT-CS&S staff members also take the lead supporting productivity, research, and instructional tools for the UD community, student computing, research computing applications, LearnIT@UD, and assistance with hardware and software issues.

The Help Desk is available Monday through Friday from 8:00 a.m. to 5:00 p.m. to answer technology-related questions from students, faculty, and staff. Questions can be submitted by phone, e-mail, or through an online form. Self-service support is available 24/7 through documentation available on the Help Center Web page at http://www.udel.edu/help/. The Help Center serves as the first tier of support and uses Remedy as its call-tracking system. Help Center analysts take care of approximately 50 percent of the questions received. If the analyst cannot answer the question or resolve the issue, it is escalated to the appropriate group within Information Technologies—the second tier of support.

The Information Security Office (ISO) in IT-NSS is responsible for a comprehensive, campus-wide information security and privacy program. The ISO establishes information security policies, procedures, training, and awareness initiatives designed to protect University information resources, limit liability, and prevent legal and regulatory violations.

The Infrastructure group in IT-NSS manages the operation, maintenance, and support of networking and computing systems. The group is responsible for the organization and general management of the central technical systems and data center groups. These systems include enterprise class client/server, and data storage and retrieval systems. This unit also maintains the learning management and e-mail servers.

Management Information Services (IT-MIS) supports the enterprise systems of the University, including the Human Resources, Student Information, and Financial systems, in addition to central database and data warehouse systems. IT-MIS is responsible for development of new and improved campus business practices and the support of core business systems that are critical to the University's strategic plan and institutional mission.

Network and Systems Services (IT-NSS) is responsible for all central computing systems, campus-wide networks, telephone services, voice mail, campus card systems, physical maintenance of campus data networking, telecommunications, the cable TV distribution system, and the IT Help Center. NSS is led by the University's Chief Technology Officer (CTO).

University Media Services (IT-UMS) is responsible for the planning, management, creation, implementation, and technical support of professional audio/video production, campus and performance events (including Mitchell and Pearson Hall performance venues), classroom technology, and technical media support for the University community.