Customer Experience & Engagement
ITS Customer Experience & Engagement strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. The division advances the University’s role as one of the nation’s leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise.
Customer Experience & Engagement Service Areas
Business Systems Help Desk
A dedicated Business Systems Help Desk provides support ConnectCarolina and InfoPorte users. The Business Systems Help Desk representatives have extensive training in ConnectCarolina Finance and HR/Payroll and in InfoPorte. The Business Systems Help Desk is staffed Monday – Friday, 8 a.m. – 5 p.m. ConnectCarolina and InfoPorte tickets may only be worked during normal business hours.
Carolina Computing Initiative
As part of the University’s coordinated technology plan, the Carolina Computing Initiative (CCI) aims to ensure that Carolina students, faculty and staff have easy access to high-quality and affordable technology and can use it effectively. At the center of the initiative is the requirement that undergraduates at UNC-Chapel Hill own laptop computers that meet University specifications.
Computer Repair Center (CRC)
The Computer Repair Center (CRC) is a Lenovo-certified, Dell-certified and Apple-authorized computer repair center, located on campus. It provides students, faculty and staff with the quickest possible computer hardware repair of their Apple, Dell and Lenovo model laptops and desktops.
Digital Accessibility Office
The Digital Accessibility Office offers services, tools and trainings to help improve the accessibility of digital content used to communicate at the University. While digital accessibility specifically impacts people with disabilities, using inclusive best practices improves the user experience for everyone.
Digital Communications
The ITS Communications group designs, develops and distributes ITS-related communications and marketing materials. This group also coordinates interviews with internal and external members of the media and collaborates across the campus technology community.
Digital Services
Digital Services works to advance the University’s academic mission and strategic goals by providing design, development, and content management solutions to campus customers and units. The team supports hundreds of websites for key divisions, departments and schools, including the University’s homepage.
Digital Services also aims to create, administer and support the University’s teaching and research mission by offering Tarheels.live and https://web.unc.edu/ (legacy platform). These free “self-service” web publishing services power thousands of websites including research labs, centers, institutes, classroom projects, student groups and campus units.
ITS Service Desk
The ITS Service Desk provides technical and customer support to UNC-Chapel Hill students, faculty and staff as a single point of contact. Customers can access services via phone, live chat, walk-in and the Help Portal. Walk-in is intended to support students, faculty and staff with their personal and institutional technical support needs at the Student Union location.
Managed Desktop Services
Managed Desktop Services (MDS) provides professional, efficient, customer-centered onsite, and remote IT support with an emphasis on security and reliability.
MDS provides all aspects of desktop and user-centered computing support for faculty, staff, and administrators. Within this scope, MDS not only provides ‘fixers’ for technical support needs; MDS provides consultative services to aid in customers’ use or adoption of existing and new technologies to best suit their needs to advance UNC-Chapel Hill and department goals.
For needs beyond the scope of MDS services, MDS serves as your customer liaison for ITS and other services.
University Administration Support (UAS)
University Administration Support (UAS) provides executive IT support for senior University administrators, the Board of Trustees and associated support staff. The team delivers exceptional service both on campus and remotely, including technology consultations, hardware and software support and technical support of meetings and events. Additionally, the group provides training and assistance to its clients on security awareness, safe computing, the use of technology in University facilities and the application of technology to address the daily business needs of the University.
ServiceNow Engagement Team
The Service Management Engagement Team supports the faculty, staff and students of UNC-Chapel Hill by working with customers to find solutions to their service management needs. The team offers consulting, training, documentation, and process improvement services. The team also supports the ServiceNow Platform – the centrally-supported Service Management platform at UNC.
ResNET
ResNET provides on-site IT support, education and the technology infrastructure for the UNC-Chapel Hill residential communities. The ResNET staff is committed to enhancing the intellectual environment to support the University’s vision.
University Operators
See details about the University Operators
Voice Services
The group supports the three phone systems that the unit manages. The unit supports phones, hardware and software, handles database administration and billing, works with multiple service providers, and procures and supports the network connectivity options for remote sites.
Our Team
Kate Hash
Assistant Vice Chancellor, Customer Experience & Engagement
919-962-0982
kate_hash@unc.edu
Calvin Groves
Director, Customer Support & Outreach
919-445-1919
cbgroves@unc.edu
Cheri Beasley
Manager of Voice Services
919-962-3800
cheri_beasley@unc.edu
David Eckert
Managed IT Services Director
919-843-8772
david_eckert@unc.edu