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User Support & Engagement

“The remodeling of the Provost’s Office has significantly transformed our ability to engage in impactful work by facilitating live group discussions augmented by contemporary technologies.”

Bob Blouin, Executive Vice Chancellor and Provost


By the Numbers

Business Systems Help Desk

Maintained an average customer satisfaction index rating of 4.913 out of 5.

10% return rate of customer satisfaction surveys, compared to the average of about 3%.

Office 365

University users accessed an average of 2 million active files each month in OneDrive.

University users stored a total of 18 million files in OneDrive.

*June 2017 – May 2018

Computer Repair Center

Dell computers made up 19% of the repairs completed for UNC and Orange County customers.

Assistance requests requiring no repairs decreased to 796 from 1,149. These no-repair requests represented 11% of all assistance requests, down from 14% previously. This is due to better troubleshooting, collaboration and communication between the CRC and the Service Desk.

Service Desk

85.7% of the time when customers contacted the Service Desk via live chat, the issue was resolved during that first contact. The target was 80%.