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ITS Service Desk adopts fully virtual training model

November 11, 2020

The ITS Service Desk prides itself on adapting to change, so when it looked as though the COVID-19 pandemic was going to last longer than the state’s initial lockdown, the team already had multiple plans in place. One of those … Continued

Innovative network analyst retires after 30 years

May 26, 2020

After more than 30 years of state service, Hiawatha Demby, Applications Analyst with ITS Communication Technologies, will retire at the end of May. During his time at UNC-Chapel Hill, Demby worked for several departments, saw campus technology support offices evolve … Continued

ITS Service Desk Walk-In staffer adjusts to remote work

May 11, 2020

Tech support analyst Chase Freedman has spent almost 10 years working at the ITS Service Desk in a variety of support roles. Six weeks ago, Freedman would have been found providing hands-on, face-to-face tech support for students, faculty and staff … Continued

New program develops ServiceNow experts

April 3, 2020

The IT Service Management team was grappling with a growing number of departmental requests for more ServiceNow features while struggling to hire developers to implement those features. The team chose an innovative solution: use one part of the problem to … Continued