1 The Customer The University of Akron is a public research university located in Akron, Ohio. Primarily STEM-focused, this university specializes in industries such as polymers, advanced materials, and engineering. Ordinarily, it’s home to about 20,000 undergraduate students, all of whom rely on an IT help desk staffed by 50 technicians and the university switchboard. With the onset of COVID-19 in 2020, the university faced the challenge of taking these teams remote. The Challenge The spread of COVID-19 rocked businesses and institutions all over the world. The education industry faced a particularly difficult challenge when institutions had to rapidly transition to online learning and operations. The University of Akron was not an exception. In addition to needing its

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