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ITS Service Desk staffer provides support from a continent away

May 29, 2020

…work is not confined to a place. We can work anywhere to provide excellent customer service and technical support.” No interruptions to work Cedeno encountered no challenges resuming work. “I did have my laptop,” he said, “and we got an internet plan once we got back to the city.” While there are no interruptions to his support work, Cedeno at one point did have to contend with the stress of quarantine and possible infection. “One person in the ho…

Instructors teach in Canvas as Sakai sunsets

March 16, 2023

…between Fall and Spring semesters as a win, especially because of the semester structure. Because of the short break between semesters, many instructors weren’t quite ready to make the switch. “I’m sure more instructors were thinking of teaching in Canvas, but I imagine a lot of them will just wait until the Fall semester since they will have the summer months to work on adapting their courses to the new system,” Tu said. Sunset for Sakai Jane Da…

Lenovo to supply computers to UNC-Chapel Hill CCI

January 20, 2017

…ll faculty and staff through the CCI from 2017 through 2021. Additionally, Student Stores and Lenovo will ensure that students will be able to take advantage of these same lower prices and enhanced support services. Launched in fall 2000, the CCI ensures that the University community has access to high-quality and affordable laptop and desktop computers and exceptional hardware, software and support packages for educational uses. Computer technolo…

Retiring Digital Desk and the end of an era for exam scanning

July 1, 2022

…hapel Hill. Deployed in 2017, Digital Desk replaced a homegrown scanning system supported by ITS for more than 35 years. At deployment, Digital Desk represented a leap forward in scanning speed and offered customized reports and integrations with ConnectCarolina. Instructors and other campus groups liked how easy it was to use. Students enjoyed being able view grades immediately after exams were processed. Digital Desk exam scanning represents a c…

Campus receives recommendations for web-conferencing use

June 15, 2016

…for small-group collaboration without reducing opportunities for faculty, staff and students to leverage these same tools for other needs. Flexible Solutions. Anticipate and prepare for future web-conferencing services and expectations that will scale with the growing need and diverse user population. Training and Awareness. To successfully implement and support web-conferencing tools, offer training materials to campus users through existing cha…

Final big batch of phone lines switching to VoIP, but much work remains

September 3, 2015

…es will be converted in this 16th port of the project, said Cheri Beasley, Customer Services Manager with ITS Communication Technologies. This is on the heels of the July 24 port in which ITS changed 961 phone lines to VoIP from the legacy AT&T Centrex phone system. With this 16th port, around 18,000 phone lines will have moved over to VoIP. “But that doesn’t mean we’re done,” Beasley said. “There’s a lot of work yet to be done.” Cleanup is what’s…

Fiber improves service for Outdoor Education Center

April 2, 2018

…ersity’s phone system over to VoIP in fiscal 2016-2017. During the five years of the VoIP project, Communication Technologies replaced phones on desks and ported out the bulk of the working phone numbers to the new service provider. This move to VoIP positioned UNC-Chapel Hill for changes in telecommunications technologies and services.      …

Service Desk supplements support with chatbot

June 11, 2021

…ake their way to a live agent. Erin Towne Using a script for a bot to help customers solve some of the most common issues has given the Service Desk breathing room to alleviate some of the increased demand for customer support during the pandemic, said Erin Towne, ITS Walk-In and Chat Service Desk Supervisor for the Service Desk. Increased demand for chat The Service Desk has experienced a 160% increase in chat contacts over the course of the COVI…

Women in IT spotlight: Rebecca Cheng

March 7, 2024

…t that allows women, and others in similarly marginalized groups, to not just stay in the field but also thrive. There are too many documented reports of IT-related work environments where women are driven away due to outdated attitudes and perceived hostility towards them. While there’s been some progress on that front, more work is needed to ensure that everyone can enjoy an equally welcoming environment where they can work and thrive. What reso…

Carolina student developers: ITS’ support enables app success

November 13, 2014

…supported them as developers. “I figured that they would give us the infrastructure support and help us with our mail-server problems, but they’ve really gone above and beyond that,” he said. “They’ve been incredible,” said Anderson, also a junior from Winston-Salem, who is majoring in astrophysics and applied mathematics. “They’ve been very nice and helpful and eager to help us out in any way that we want,” he said. ITS’ support makes make his j…

New Service Desk location opens in Student Union

August 17, 2023

…round-up meant we could focus on designing a space that best works for our customer population,” said Groves. A key principle in the space design was flexibility. Staff desks offer sit/stand flexibility and tables are on wheels so the team can move them around as needed. Existing walls needed to stay, but even the permanent spaces offer flexibility. While a few staff have dedicated offices, others are “hotel” offices to support hybrid work for ful…

Enterprise Applications adapts quickly amid pandemic

June 2, 2020

…adjustments from tracking Communicable Disease Mandatory Employees to adjusting straight salary pay to allow for critical operations workers to get a temporary supplementary hourly rate for working on campus during the University’s partial shutdown. Enterprise Applications has also added thousands of short-term software licenses for Time Information Management (Carolina’s official time log system for employee hours) and activating new account val…