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

Episoder(26)

Behind the Breakthroughs: The Essential Role of IT Consulting in Notre Dame's Science & Engineering

Behind the Breakthroughs: The Essential Role of IT Consulting in Notre Dame's Science & Engineering

In this episode of Behind the Screens, the hosts Scott and Diana engage with Clay Berkley and Gwen Hagey-Shirk, senior IT solutions specialists at Notre Dame. They discuss their extensive experience i...

11 Aug 202544min

Behind the Alumni Network: Mark Schult's Role in Connecting Notre Dame's Community

Behind the Alumni Network: Mark Schult's Role in Connecting Notre Dame's Community

In this episode of 'Behind the Screens,' we delve into the world of IT consultancy at Notre Dame with Mark Schult. Mark shares his journey from technician to consultant, highlighting the importance of...

28 Jul 20251h 7min

Supporting Relationships & Data: Notre Dame's Development Office IT Team

Supporting Relationships & Data: Notre Dame's Development Office IT Team

"Behind the Screens IT at ND: Episode 16" features hosts Diana and Scooter, who welcome Rose Michalski, IT Support Services Associate Program Director, and Andrew Yocum, Associate Director of Integrat...

14 Jul 202543min

Building Trust: The People-First Approach in IT with Jane Livingston

Building Trust: The People-First Approach in IT with Jane Livingston

This podcast episode features an interview with Jane Livingston, Vice President and Chief Information Officer for the University of Notre Dame, discussing her leadership philosophy of "people first, t...

30 Jun 202552min

Passing the Mic: Diana Takes the Helm as Krista Embraces a New Passion

Passing the Mic: Diana Takes the Helm as Krista Embraces a New Passion

In this episode of Behind the Screens, the team welcomes Diana Garcia, a new IT support technician, who shares her journey from studying neuroscience to working in IT. The conversation explores her ex...

15 Jun 202541min

Inside the Campus Workstation Program: Insights from Jennifer Parker

Inside the Campus Workstation Program: Insights from Jennifer Parker

In this episode of Behind the Screens IT at ND, hosts Scooter and Krista welcome Jennifer Parker, a Senior CWP Specialist, to discuss the Campus Workstation Program (CWP) at the University of Notre Da...

2 Jun 202555min

London Calling: IT at the ND Global Gateway

London Calling: IT at the ND Global Gateway

Behind the Screens: IT@ND welcomes Abdikhaaliq Osman, IT Solutions Coordinator for the University of Notre Dame London campus. Osman provides insights into his role supporting the London location, whi...

16 Mai 202536min

Building IT Partnerships: A Conversation with LeeSonn Smith

Building IT Partnerships: A Conversation with LeeSonn Smith

In this episode of Behind the Screens: IT@ND, we sit down with LeeSonn Smith, an IT Solutions Consultant from OIT’s Enhanced Technology Partnerships (ETP) group. LeeSonn shares his inspiring journey—f...

4 Mai 202548min

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