The objective of this initiative is to outline opportunities related to adopting a centralized first point of contact for campus-wide IT support that will provide UNC IT customers with a single point of contact for responsive, courteous, professional and accurate IT support.

1. Centralized IT Support Services
as First Point of Contact
October 21, 2010

2. its.unc.edu 2
 Multiple phone numbers to call depending upon
support needed
 More than 20 decentralized Help Desks with
some departments having more than one
 Inconsistent hours for help and support services
 Inconsistent and/or non-existent SLAs
Current State

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Enhance campus IT service delivery by leveraging
centralized support services as first point of
contact
 Single point of contact for faculty/staff/students
 24x7 Support
 Departmental IT personnel freed up to work on specialized issues
 Improved on-site response time by departmental IT personnel
 Improved collaboration between central and distributed IT staff
Objective

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Ingrid Camacho, Manager
Stats:
• 120,000 calls per year
• 85 % resolution on initial contact
• 95% customer satisfaction rate
First Point of Contact Customers:
• Public Health
• Arts and Sciences
• School of Medicine
• Glenwood Elementary School (Pilot)
Service Hours: 24x7
SLA: To answer calls within 60 seconds and to resolve problems on initial contact
Phone Services (962-HELP)

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Brett Vasu, Manager
Stats:
• 20,000+ requests per year
• 85 % resolution on initial contact
• 95% customer satisfaction rate
Service Hours:
• Web requests 24x7
• Live Chat services M-F, 9am–6pm
SLA:
• Respond to requests within 2 hours, Critical requests within 15 minutes
• Resolve problems on initial contact
Services:
• Works closely with ITS & campus units to resolve, escalate, and route requests
Electronic Services

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In your opinion, what does ITS do well today?
ITRC:
“The Help Desk, 962-HELP, is the best computer help desk in the United
States. Bar none. Without question. And I do NOT work there. I am merely
one of their appreciative clients. Dell, Linksys, Gateway, etc., would all do
well to aspire to the responsiveness, courtesy, and competence of our Help
Desk staff persons.”
- Comment from ITS Customer Service Survey
Customer Testimonial

7. its.unc.edu
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