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Leader of ITS Service Desk to retire

February 15, 2022

The leader of the ITS Service Desk is retiring. Ingrid Camacho, whose last day is February 28, has worked for the Service Desk since it formed more than two decades ago. Camacho initially was hired as a contractor. In advance … Continued

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 … Continued

ITS Service Desk adopts fully virtual training model

November 11, 2020

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 … Continued