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AVC Kate Hash reflects on past year, shares 2021 priorities

March 5, 2021

On March 16, 2020, Kate Hash became ITS’ Assistant Vice Chancellor for Customer Experience & Engagement after serving as interim AVC for a year. In this role, Hash oversees User Support & Engagement, which encompasses many groups and services. Among … 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

ResNET uses Zoom to engage and support students moving into dorms

August 11, 2020

Given the COVID-19 pandemic, students’ experience moving into their residence halls last Saturday and Sunday was like no other Carolina move-in weekend. Despite changed circumstances and physical distancing requirements, ITS ResNET team members exerted all their creativity and know-how to … Continued

ITS Service Desk Walk-In staffer adjusts to remote work

May 11, 2020

Tech support analyst Chase Freedman has spent almost 10 years working at the ITS Service Desk in a variety of support roles. Six weeks ago, Freedman would have been found providing hands-on, face-to-face tech support for students, faculty and staff … Continued

Employee Forum elects an ITS manager

April 24, 2020

Theresa Silsby, Director of the ITS Business Systems Help Desk, has been elected to serve as a delegate to the Employee Forum. Silsby will be sworn in — via Zoom — on May 6 as she begins serving her two-year … Continued

New program develops ServiceNow experts

April 3, 2020

The IT Service Management team was grappling with a growing number of departmental requests for more ServiceNow features while struggling to hire developers to implement those features. The team chose an innovative solution: use one part of the problem to … Continued

ITS Service Desk director to retire

March 27, 2020

The chief of the ITS Service Desk is retiring after 30 years at UNC-Chapel Hill. Sharon Glover, who has led the Service Desk for seven years — one year as interim director and six years permanent — will retire April … Continued