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User Support & Engagement

ITS User Support & Engagement strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. The division advances the University’s role as one of the nation’s leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise.

User Support & Engagement is comprised of these groups:

  • IT Service Management (ITSM)
  • Service Desk
    • Tier 1, Tier 2, Walk-in and Campus Operators
  • ResNET
  • Service Management
    • Software Acquisition
  • Managed IT Services
    • Managed Desktop Services
    • Athletics
    • University Administration
    • Carolina Computing Initiative
  • Business Systems Help Desk

 

• FACTS & FIGURES •

6,222

support tickets created during the first week back for Fall 2015

1,407

support tickets created on the busiest day, August 18, 2015


1
support ticket created on the slowest day, Thanksgiving 2015


64%

of students chose Apple MacBook Pro models

3,314

laptops distributed during Summer 2015 orientations

36%

of students chose Lenovo ThinkPad models



27,000+

software items ordered



Top 5 Lynda.com courses

  1. Illustrator CC Essential Training (2015)
  2. Excel 2013 Essential Training
  3. Access 2013 Essential Training
  4. WordPress Essential Training
  5. Foundations of Programming: Fundamentals

Top 5 software titles

  1. Adobe Acrobat Pro
  2. End Note
  3. Adobe Creative Cloud
  4. Microsoft Office
  5. Microsoft Windows


97,182 unique videos and 8,190 courses
viewed on Lynda.com


50+

students employed by ResNET as Residential Computing Consultants

8,500+

students living on campus who receive ResNET support


4 minutes, 21 seconds

Walk-in Services’ FY 2015-16 average wait time

84%

Frontline Support Tier I First Contact Resolution for FY 2015-16


Frontline Support and Walk-in Services have FY 2015-16 customer satisfaction ratings that exceed 94 percent