Skip to main content

Meet the ITS Service Desk: Tier 2

September 30, 2024

What is the ITS Service Desk, and more specifically, Tier 2? The ITS Service Desk provides support for students, staff and faculty, serving as the front door for technical requests across campus. When campus members need more advanced support, Tier … Read more

Meet the ITS Service Desk: Tier 1

September 11, 2024

What is the ITS Service Desk, and more specifically, Tier 1? The ITS Service Desk is more than just a help desk; it’s the front door for technical requests across campus, providing students, faculty and staff with the support they … Read more

New Service Desk location opens in Student Union

August 17, 2023

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

Giving thanks for IT services

November 22, 2022

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

Service Desk supplements support with chatbot

June 11, 2021

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

ITS Service Desk improves customer experience for resets

February 22, 2021

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