The Phone Services Support Team provides technical support to UNC students, faculty, and staff as a one single point of contact for academic computing support. We cover a variety of applications and services used across a wide range of systems, and platforms. Areas of support include Lenovo hardware, Microsoft Windows and Apple operating systems, the Microsoft Office Professional suite, various e-mail clients, web browsers and other desktop and web clients, wired and wireless networking and campus IT services.
OUR SERVICE LEVELS
- To answer calls within 60 seconds
- To resolve problems on initial contact
- 140,000 calls per year
- 90% Resolution on initial contact
- 95% Customer satisfaction rate
WHAT OUR CUSTOMERS ARE SAYING ABOUT OUR SERVICES
In your opinion, what does ITS do well today?
“The Help Desk, 962-HELP, is the best computer help desk in the United States. Bar none. Without question. And I do NOT work there. I am merely one of their appreciative clients. Dell, Linksys, Gateway, etc, would all do well to aspire to the responsiveness, courtesy, and competence of our Help Desk staff persons.”
- Comment from ITS Customer Service Survey