At the end of the semester, the ITS Service Desk will consolidate walk-in support locations. December 21, 2023, will be the last day for in-person tech support at the ITS Service Desk location on the lower level of the R.B. … Read more

The new Service Desk location in the Frank Porter Graham Student Union is now officially open for walk-in tech support. After nearly a year of planning and construction, you can visit the flagship space just down the hall from Bojangles … Read more

Next semester, Tar Heels will have another place to go for in-person tech help. ITS is opening an ITS Service Desk location in the Frank Porter Graham Student Union. The new space will be on the lower level of the … Read more

November is National Gratitude Month and ITS is giving thanks for the behind-the-scenes teams and work that keep the University running. It’s easy to take IT services for granted — we expect 24/7 access and uptime to our email, websites, … Read more

There is a running joke that tech people always work in basements, so when the ITS Service Desk staff were told they would be moving from the lower level of one library to that of another, it seems unlikely it … Read more

Duo is one of the multi-factor authentication tools that the University uses to keep our systems safe and stay ahead of security threats. After you log in with your Onyen and password, Duo prompts you to authenticate using a second … Read more

Calvin Groves, previously director of information technology with the School of Education, takes the helm of the ITS Service Desk today, March 21. He replaces Ingrid Camacho, who retired at the end of February after a long career with the … Read more

Since enabling Virtual Agent chatbot for support in April, the ITS Service Desk has seen a 58% reduction in chats that make their way to a live agent. Using a script for a bot to help customers solve some of … Read more

Since late November, the ITS Service Desk has been using Duo Push to reset customers’ Onyen passwords and to reset and unlock 2-Step verification for Microsoft 365 applications (MFA), including University email accounts. The Information Security Office worked with the … Read more

In early January, the ITS Service Desk began giving customers the option to get a call back instead of waiting on hold for tech support — without losing their place in line. With these automated call backs, if a customer … Read more

ITS Identity Management is releasing an updated version of its Improvadmin platform in mid-January, which includes migrating the code to a modern Java stack. Improvadmin is an interface used by the ITS Service Desk, Information Security Office and Identity Management … Read more

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 … Read more