🛠️ UTHSC ITS — Support & Training Services Dashboard

Support Access · Issue Resolution · Training · Self-Service · Communications · Request Submission

📊 Overview — ITS Support & Training Services

162–168 Respondents · 6 Rated Metrics · 3 Logical Groups
✅ Overwhelmingly Positive: All 6 metrics score above 4.17 / 5.0 with satisfaction rates of 93–97%. Users consistently praise ITS responsiveness, professionalism, and technical expertise.
4.58
Highest Avg Score
Accessing Support Staff
4.36
Overall Group Avg
All 6 metrics combined
97.02%
Peak Satisfaction ≥3
Accessing Support Staff
4.17
Lowest Avg Score
Training Effectiveness

📡 All 6 Metrics — Average Score Overview

📊 Above Average vs Below Average Metrics

🔑 Key Insights — Support & Training Strengths

⚡ Responsiveness Leads

Speed of response is the most visible strength. Users repeatedly praise ITS for answering quickly, returning calls promptly, and beginning work on issues immediately across phone, email, and ticket channels.

👏 Staff Professionalism

ITS staff are consistently described as courteous, kind, patient, and professional. Respondents emphasize that staff are approachable and non-condescending, even with basic questions.

🧠 Trusted Expertise

Users trust ITS technical knowledge and problem-solving capability. Even when answers aren't immediate, ITS remains resourceful, follows through, and finds the right solution.

🌟 Named Staff Recognized

Multiple individuals and teams were singled out for exceptional service — including Kelly, Travis, Zach Young, Bubba Williams, Nate Helms, Lee Weaver, Jesse, and the Banner Team.

⚠️ Areas of Concern — What Can ITS Do Better

  • Ticket Submission & Routing Complexity Multiple comments describe the support intake process as confusing or overly complex. Users report frustration with TDX categories and confusion between ITS, DASH, and TLC ticketing systems. A simpler, centralized intake process with better routing is needed.
  • Support Ownership Unclear to Users Respondents expressed confusion about which issues belong to ITS, TLC, or DASH. This creates additional effort for users before support can even begin and may contribute to delays or misrouted requests.
  • Training & Enablement Gaps (Especially AI) AI training is noted as not currently available and accessibility is uneven. Limited budget support for professional development was also highlighted. Both end users and internal staff may need more structured enablement resources.
  • Clearer Communication for Off-Campus Issues Information may not be reaching users effectively, and more detailed explanations are needed when school resources are inaccessible off campus. Better communication during outages or access failures could reduce frustration.
  • Service Experience & Prioritization A direct request for support to be more present, available, and patient was reinforced by concerns that internal support requests do not always receive consistent triage. Opportunities exist to improve service transparency.

🎧 Group 1 — Direct Support Services

3 Metrics · Accessing Staff · Issue Resolution · Request Submission
What this group measures: The end-to-end experience of getting help from ITS — from initial contact through resolution and formal request submission. These are the highest-performing metrics in the survey.
4.58
Accessing Support Staff
🥇 Highest avg overall
4.56
Timely Issue Resolution
🥈 Second highest
4.44
Submitting Requests
🥉 Third highest

📊 Average Score by Direct Support Metric

📚 Group 2 — Self-Service & Training

2 Metrics · Training Effectiveness · Self-Service Info Access
What this group measures: How well ITS enables users to help themselves — through training that builds technology skills and self-service resources that let users find answers independently.
4.19
Self-Service Info Access
Avg score / 5.0
4.17
Training Effectiveness
⚠️ Lowest metric overall
4.18
Group Average
Both metrics combined

📊 Average Score by Self-Service & Training Metric

📣 Group 3 — ITS Communications

1 Metric · Communications Clarity
What this group measures: How effectively ITS communicates about its services in a way users can understand. This metric bridges direct support and self-service by measuring whether information delivery meets user needs.
4.35
ITS Communications Clarity
Avg score / 5.0
95.06%
% Satisfied ≥3
154 of 162
4.94%
% Below <3
8 of 162

📊 Rating Distribution — ITS Communications Clarity

🏆 Overall Rankings — All 6 Metrics

Ranked by Average Score · 162–168 Respondents
✅ Summary: All 6 metrics exceed 4.17 / 5.0 with satisfaction rates above 93%. Direct Support leads as the strongest group (4.53 avg), followed by Communications (4.35) and Self-Service & Training (4.18).

📋 Strategic Action Items

  • Simplify Ticket Intake Process Consolidate and simplify how users submit requests. Reduce confusion between ITS, DASH, and TDX ticketing systems with a unified, intuitive entry point.
  • Clarify Support Ownership Publish clear guidance on which team handles what — ITS vs. TLC vs. DASH — so users don't waste effort routing their own requests.
  • Expand Training — Especially for AI Build structured AI training and professional development resources. Address the gap between available tools and user readiness to use them effectively.
  • Improve Off-Campus Communications Provide more proactive and detailed communication when campus resources are inaccessible remotely. Users want to know the "why" behind access issues.
  • Protect the Strengths Sustain adequate staffing, recognize high-performing individuals and teams, and maintain the culture of prompt, courteous, and knowledgeable support that drives ITS's positive reputation.
UTHSC ITS Annual Survey — Support & Training Services Dashboard · Generated June 2026
Jul 21, 2026