ITS Response Center (ITRC Help Desk)

The ITS Response Center is the first point of contact for IT Support at UNC Chapel Hill. We use the Remedy Action Request System to track Help Requests and to route problems to the appropriate support group. We work very closely with the specialized Help Desks provided by different departments and schools on campus.

Get Help

Contact Us

There are multiple ways to get technical help from the ITRC:

Service Goals

  • To resolve problems on initial contact.
  • 962-HELP: To answer calls within 60 seconds.
  • Web Tickets: Acknowledge Requests for Help within 15 minutes.
  • Walk-in: Acknowledge Requests for Help within 15 minutes.

Our Teams

To our customers, the ITS Response Center is one team providing customer services. Organizationally, there are three managers within the ITRC that oversee the following services:

  • Electronic Services (E-Services): Web Tickets, Chat, Desktop Streaming
  • Phone Services (919-962-HELP): Phone support 24x7x365
  • Walk-in Services (Undergraduate Library and SASB South): Hands on support for hardware and software