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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 … Read more

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 … Read more

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 … Read more

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 … Read more

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 … Read more

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 … Read more

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 … Read more