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What is the ITS Service Desk, and more specifically, Tier 1?

The ITS Service Desk is more than just a help desk; it’s the front door for technical requests across campus, providing students, faculty and staff with the support they need to stay connected.

Illustration of a computer screen displaying the words "Meet the Service Desk: Tier 1"

Whether you forgot your password or are experiencing a software glitch, you can contact the Service Desk for assistance via live chat in the Help Portal, calling 919-962-HELP (4357), emailing support@help.unc.edu or visiting in person in room 1506 of the Frank Porter Graham Student Union. Behind the scenes, a group called Tier 1 answers and starts the process of understanding your issue and figuring out how to support you.

Tier 1 is at the forefront of the Service Desk’s support system. Managed by Christina Artis, Tier 1 plays a crucial role in handling initial inquiries and diagnosing issues. Tier 1 handles many issues including password resets, hardware troubleshooting and software-related queries.

Who is Tier 1?

  • Christina Artis, manager
  • 21 employees
  • 35 student workers

Put yourself in the shoes of a first-year student — frustrated that you can’t get your new CCI laptop to connect to eduroam.

To solve this issue, you contact the Service Desk, where you will connect with a knowledgeable and friendly IT technician — who may also be a student. The technician will patiently take you through the steps to solve the issue, and if more specialized support is needed, your request is passed on to Tier 2.

Student workers make up most of Tier 1 staff, demonstrating ITS’ commitment to student growth and employment opportunities. Working for Tier 1 enables student workers to learn hands-on technical skills, make connections and help their fellow students.

Tier 1 deals with a diverse range of technical issues. Their workload is evenly distributed among phone calls, chat interactions and walk-ins. Additionally, Tier 1 serves as the first point of contact for the UNC School of Medicine.

Christina Artis

Christina Artis stands outside in front of a bush.
Christina Artis
  • Has worked for ITS for 24 years and started as a Tier 1 employee
  • Graduated in December with a master’s in technology management and a certificate in cybersecurity
  • Enjoys reading and traveling
  • Married for 21 years and has two daughters, Amber and Chloe

What are some of Tier 1’s interesting statistics?

Last fiscal year, Tier 1 handled 31,404 phone calls, 20,047 chats and 12,347 walk-in interactions. Tier 1 is able to solve issues on first-contact nine times out of 10.

Solving technical issues takes more than just technical skills. Artis emphasizes the importance of compassion and grace when assisting frustrated customers.

“We have a great group of people. They know how to de-escalate and empathize and show compassion and grace, and even in a bad situation they have a way of turning things around,” said Artis.

What new projects are Tier 1 excited about?

A student sits at a table looking at her laptop. A student employee leans over and types on the laptop keyboard
A student employee at the Service Desk helps a new Tar Heel configure her laptop

Artis and her team are excited to adopt new technologies, leveraging Copilot for Microsoft 365 and exploring the capabilities of TeamDynamix, the new customer support tool that ITS rolled out in July. Tier 1 also hopes to implement a new Automatic Call Distributor system with omnichannel capabilities, integrating phones and chat into a unified system.

In addition, Tier 1’s move last year to a modern location in the Student Union continues to be a source of pride. The Service Desk has a bright and energizing design, motivating Tier 1 to continue providing exceptional customer service.

Artis sums it up best: “We have a space that we can be proud of.” The positive reactions from students and new visitors confirm that the new service desk is indeed a refreshing and welcoming space.

 

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