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ITS Digital Services expands custom web development

November 22, 2016

…Services offers web hosting and content management to about 200 enterprise customers, including schools, divisions, departments, centers and institutes at no cost. Fee charged for custom development services Digital Services will continue to offer web hosting and website support, but it will begin offering custom WordPress development services for a charge. Until this new collaboration, UNC Creative developed and hosted websites with providers out…

Carolina introduces voicemail-via-email

January 13, 2015

…apel Hill started providing the service last summer, some 400 campus phone customers have opted to add a feature that enables them to receive audio voicemail messages via email. ITS began offering unified messaging as a convenience to campus faculty and staff members who receive their telephone service from the University. (Given students’ preference for mobile phones, the campus does not provide telephony services to students.) Sherry Wallace She…

Campus users heavily engage with ServiceNow platform in first month

September 12, 2019

…ler teams: the Service Management Platform Team and the Service Management Customer Engagement Team. Made up of the former ITS Remedy group, the Platform Team is responsible for managing the ServiceNow architecture platform. The team took over the development role from the ServiceNow vendor Contender​. The Customer Engagement Team is responsible for customer outreach and prioritizing customer requests​. ‘Forming storming norming’ “The Customer Eng…

ITS makes organizational adjustments

July 23, 2021

…Telephony teams now report under Kate Hash, Assistant Vice Chancellor for Customer Experience & Engagement. J. Michael Barker, Ph.D., Vice Chancellor for Information Technology and Chief Information Officer, announced the organizational changes. Units change names Further adjustments are: The group previously known as Enterprise Reporting & Departmental Systems gains a new name of Data & Reporting Environments & Application Middleware (DREAM). It…

ITS Service Desk marks 20 years at Undergraduate Library

September 22, 2022

…,” Artis said. “When we moved to the UL, we had a lot better space for our customers and the thoughtful design gave our service more legitimacy.” Creating the Service Desk 2.0 Legitimacy was important. It was only a few years before the move that the Service Desk even existed. The ATN Help Desk, as it was known then, consisted of a small office suite tucked into Wilson Library’s side entrance. Primarily tasked with supporting a handful of faculty…

One Carolina student worker’s path to her dream IT job

December 2, 2014

…y Anne’s creativity, technical skills, energy and strong advocacy of great customer experiences. She supported our Web Services office in several key roles, including website development, customer support, social media and UX stuff,” Hylton said. “Our students are involved in communications, graphic design/creative, coding, customer support and much more. They are included in the conversation and their input directly influences the decisions we ma…

VoIP project moves into cleanup phase

September 21, 2015

…e a new, better time for all. We’re excited about it,” said Cheri Beasley, Customer Services Manager with ITS Communication Technologies. She and Chad Ray, Transport Operations Manager with ITS Communication Technologies, lead the teams responsible for the VoIP project. Now in Phase No. 2, ITS will still port phone lines, but on a much smaller scale. This phase is all about cleanup. With these big individual ports finished, ITS Communication Techn…

Admissions tech support is fun because no two days are alike

December 10, 2015

…the department I’m in,” Heimer said. The job, he said, is a “perfect fit.” Customer testimonial: Praise for “extraordinary patience and skill” Allison Legge, Senior Associate Director for Enrollment and Undergraduate Admissions, calls Heimer “our superhero.” She offers the following customer testimonial: “It’s an understatement to say that Larry goes ‘above and beyond’ each day to support us. In fact, we joke that Larry defies the laws of physics….

ITS to launch new support portal on July 30

July 12, 2019

…ability to find answers faster with better knowledge articles, track requests and support tickets and chat live with IT support staff. Last year the ITS Service Desk provided assistance on nearly 50,000 tickets that were submitted online in some fashion. As more support requests move to online chat or web submission, this improved platform makes it easier for ITS to deliver support utilizing the methods that users prefer. As always, support techn…

Outstanding UNC-Chapel Hill IT professionals honored

November 7, 2019

…qual weight to the overall value provided, such as project size, impact or customer service. The committee also considered the number and quality of nominations for each nominee. “It’s a great privilege to continue this tradition of recognizing amazing IT professionals from across campus,” said Leslie Kreizman, Customer Support Specialist and chair of the 2019 committee. The IT Awards ceremony is held in conjunction with the CTC Retreat each year….

New Funding Model

September 22, 2014

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Work Remote

March 6, 2020

…ed, the administrator will provide the specific Call Forward Remote access phone number and instructions. Visit help.unc.edu and “Request Something Else” to request the feature. Working from Home w/ Security in Mind The Working From Home w/ Security in Mind web page offers tips on how to protect University data while getting your work done at home. These resources are available to all faculty, staff and students. Your school, department or unit ma…