From Help Desk to Service Desk: Transforming IT Support at Notre Dame
Behind the Screens: IT@ND16 Maalis 2025

From Help Desk to Service Desk: Transforming IT Support at Notre Dame

The "Behind the Screens IT at ND" podcast episode features a conversation with Chris Gillis, director of the service desk at the University of Notre Dame. The discussion explores the service desk's evolution from the traditional help desk, including its rebranding and expansion of services. The aim is to move beyond reactive help to a more proactive, ITIL service desk model. Key topics include combining teams, offering an "Apple store experience" for computer selection, enhancing technology partnerships, and improving computer security through health checks. The service desk plays a crucial role in resolving a high percentage of incidents without escalation and offering a loaner program. The discussion also highlights how the service desk is working to provide foundational skills for new IT professionals.

About this podcast:
Behind the Screens: IT@ND is a podcast based out of the University of Notre Dame, where hosts Scott Russell (IT Director for the College of Arts & Letters) and Diana Garcia (IT Support Technician: Service Desk) give you a behind-the-scenes look at what IT consultancy is all about. Whether you're deep in the IT world or just curious about how technology powers a university, this podcast is for you.

Each episode gives insight into Information Technology at Notre Dame — with focus on how IT consultants support the University, breaking down the challenges they face and the innovative solutions they create. From interviews with experts driving key campus projects to practical tips for making the most of your tech, this podcast explains how IT teams work behind the scenes to keep things running smoothly across campus.

With this podcast, not only will you learn how technology professionals at Notre Dame help shape and support the future of the University, but you'll also get helpful insights and strategies to help you stay ahead.

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