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

When the ITS Service Desk decided to install contactless lockers to limit in-person interactions for computer service repairs, there was no way to know whether customers would respond favorably to the change in a well-established process. After a semester of … Read more

During the first week of classes last week, the ITS Service Desk supported 4,830 contacts, with 1,409 contacts in the first day alone. The overall volume increased over 2019 by 9%, or 450 additional contacts. The week-long tally via phones … Read more

Editor’s note: We sat down with Kate Hash, Assistant Vice Chancellor for Customer Experience & Engagement, at least virtually, over Zoom, to ask her how her ITS units have adjusted to serving customers’ needs via remote locations. Q: How has … Read more

The ITS Service Desk is gaining more clients across campus as it takes on the job of providing Tier 1 support for more University departments. The Service Desk has always had a policy of offering services to all University affiliates. … Read more

The ITS Service Desk now takes appointments at the SASB North location. On October 21, the Service Desk launched a pilot program to accept appointments at SASB North for students, faculty, staff, retirees and anyone else associated with UNC-Chapel Hill … Read more

As it is well into the new year, you undoubtedly have already taken stock of your shortcomings and thought about everything you were going to do better: travel more, be more sociable, take some classes to broaden your knowledge. Well, … Read more