At some point in your journey at Carolina, you’ll probably need tech help or have a question about technology. Whether you’re having issues printing, connecting to campus Wi-Fi, have questions about software or tech services at UNC or think your … Read more

Starting later today, March 23, users will have a new experience when they visit UNC’s Help Portal. The Help Portal is one of the most-used UNC-Chapel Hill websites. In 2022, more than 175,000 records — chats, submitted incidents and other … Read more

Whether it’s reading a syllabus on Canvas, going to office hours on Zoom or writing an essay on Microsoft Word, UNC-Chapel Hill students use technology every day. They have many questions and need troubleshooting help for all that technology. Providing … 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

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 … Read more

During the week of Fall Rush, about 30 ITS employees from across the organization supported the ITS Service Desk and students by taking shifts to address tech issues and questions from under the canopy in front of the Undergraduate Library. … Read more

Upon their return to campus last week, UNC-Chapel Hill students who sought in-person tech support began their ITS Service Desk experience in a more efficient and modern lounge. The big front reception desk and a long bench for seating customers … 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

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

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