…to his “new normal.” “No person is an island,” he said. “Even those of us who are introverts still need somebody, even if it is that one friend at work you like talking to or having a constant stream of students and staff to help and talk to — we all benefit from having the company of another person,” Freedman said. “I miss people.”…
…able to be forwarded to personal voicemail greetings – including calls to phone numbers with an automated attendant or a phone tree. AT&T Centrex phone lines and UNC Health Care VoIP phone lines are not affected by the scheduled maintenance. AT&T lines that are not affected include: Call box, elevator and emergency building alarm lines; Department of Public Safety 911 phone lines; Point-of-sale phone lines (which includes many – but not all – fax…
…The Office of Internal Audit has been an ITS Managed Desktop Support (MDS) customer since June 2019. MDS provides IT support to faculty, staff and administrators at UNC-Chapel Hill. The group supplies “fixers” for technical support as well as consultative services, with a focus on security and reliability. It supports 15 different campus departments. In this customer case study, Weber answered a few questions about the “terrific” partnership betwe…
…he trio bounces back and forth from ITS Manning and ITS Franklin and other customer sites all over the UNC-Chapel Hill campus —usually three or four locations in a day, said Hill, a Tech Support Specialist who has worked for ITS since 2006 and full time for the University since 2002. Before that he was a student IT worker at Carolina. Thad Dodd For critical matters and for the person on-call, sometimes the work day begins at 6 a.m. Sometimes weeke…
…nities for enrolled students in the areas of design, content migration and customer support. Information Security The Information Security Office (ISO) oversees the security of the University’s electronic information. The Information Security Office is responsible for coordinating and ensuring information security across the campus in a manner that is consistent with industry best practices and UNC-Chapel Hill compliance obligations. For questions…
…lications.” Over the years, Kreizman said she strived to provide “the best customer service possible, whether in person, on the phone or by video conference.” Long-time team For years as a team, Kreizman, co-worker Jim Moravansky and manager Mark Wampole have provided executive IT support for senior University administrators, the Board of Trustees and associated support staff. Kreizman and Wampole have worked together for more than 22 years, first…
…is your first time logging in, you’ll be prompted to set up MFA with your phone number or by downloading the Microsoft Authenticator app (recommended) Note: Microsoft does not support YubiKey; you must use a phone number or the app on a smartphone or tablet. Visit 2-Step for Microsoft documentation New phone? Reset Microsoft MFA using Duo. Enroll in Duo Security To get started with Duo: Visit Onyen Services and click the “2-Step Verification for…
…ource management, operational planning and strategy alignment. Learn more… 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…
…We get more knowledge every time we do a recovery,” he said. Phillip Moser Customer testimonial Phillip Moser, who provides tech support to Family Medicine within the UNC-Chapel Hill School of Medicine, said On Site Support has come to the rescue several times when data seemed lost. “I had a staff member come to me on Monday morning screaming about her computer crashing over the weekend and losing a presentation due by Friday,” Moser said. “After…
…do things and deciding how we offer our services in a different way to our customers — for me, that was the first strategic duty of the job.” Ingrid Camacho Preparation was key The ITS Service Desk already had extensive experience working remotely to provide services, so the full-time transition of both phone and chat services to remote work locations for employees was relatively seamless. The real challenge, however, lay in a different part of th…
…without losing their place in line. With these automated call backs, if a customer has been waiting on the phone for a minute and a half for an available agent, the customer is given an option to receive a call back. If the person chooses to get a call back, he or she can provide the current number or at an alternate number. The system holds the customer’s place until the next agent is available to return the call, freeing up the customer to do o…
…s around campus. It comes down to being hyper aware of our clients and our customers and staying in front of what’s the next thing as opposed to being reactive. ResNET also has a distinctive relational model in that it is a division within ITS, but it reports to both ITS and Carolina Housing, which is part of Student Affairs. What’s it like working within such a model? There’s opportunity for challenges, but we’re very lucky. We work very well tog…
