The Service Desk Is No Longer Just Password Resets - Here's Why

Notre Dame’s Service Desk is no longer just the place you call when a password breaks. It’s becoming the front door to IT across campus, and Hannah Elliott and Mike Voss reveal how a reimagined support model is scaling faster, reaching farther, and changing what “help” looks like at the university.From a new split between operations and field services to partnerships with Mendoza, the Hesburgh Library, procurement, and even global locations, this conversation shows how the team is meeting students, faculty, and staff where they are. You’ll hear how a 30-person support operation stays flexible, why every technician is now trained across both sides of the house, and what it takes to keep one team unified while working from multiple locations.Mike shares how the Service Desk evolved from a traditional help desk into a campus-wide support hub, while Hannah brings a fresh perspective on change, collaboration, and the realities of modern university IT. Together, they break down:What field services actually do on campusHow operations keep CWP imaging, phones, chats, walk-up support, and device lifecycle management movingWhy the Mendoza partnership is freeing up more strategic work for college IT teamsHow AI, ServiceNow, Now Assist, and DEX may streamline the future without replacing the human side of serviceWhat’s changing in asset remediation, security, and back-to-school supportThey also get honest about the biggest challenges, from printing chaos to working across two physical locations, and why the team’s culture depends on communication, flexibility, and a lot of trust. If you want a real look at how university IT support is evolving, this episode is packed with practical insights, leadership lessons, and a few unforgettable behind-the-scenes stories.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.