Service overview
IT Customer Services (ICS) provides the following support services for departments and faculties listed in Who can use this service.
Network Administration Support
- Create and maintain access groups.
- Automate software deployment and tracking.
- Provide desktop security (firewalls, antivirus, computer access).
Hardware Support
- First line troubleshooting for desktop hardware and attached peripherals. Peripherals are any computer (I/O) devices that are not part of the essential computer.
- Install new PCs and ensure authentication with Campus Active Directory and printers.
- Verify proper network connections.
- Manage the activation and setup of McGill-owned mobile devices for faculty and staff .
Software Support
- Install, upgrade and test software for supported operating systems (including OS upgrade software).
Note: ICS will erase the existing operating system before installing the new one. The reinstallation of Windows to the same folder (also known as repair installation or in-place upgrade) is not supported.
See the Software Licensing Service for a list of available software. If the software you need is not listed there, contact McGill's Institutional Sales Department for availability and pricing.
Computer Disk Imaging Support
- Maintain base images (i.e., the operating system and software that comes pre-loaded with the computer from the manufacturer) that respond to the needs of administrative staff and faculties.
See also Related Articles located in the right side panel.

Who can use it
The following units have signed a Service Level Agreement with IT Services for the services described above. View the SLA agreement document under Training & documentation, below.
- Animal Resources Centre
- Arts and Science (Science)
- Athletics
- Biology, Department of
- Campus and Space Planning
- Campus Public Safety
- Dean of Students
- Dentistry, Faculty of
- Desautels Faculty of Management
- Enrolment Services
- Environmental Health and Safety (EHS)
- Facilities
- Facility for Electron Microscopy Research
- Faculty Club
- Faculty of Agriculture and Environmental Sciences
- Faculty of Arts
- Faculty of Education
- Faculty of Law
- Faculty of Science
- Financial Services
- Graduate and Postdoctoral Studies
- Hazardous Waste Management
- Human Resources
- Internal Audit
- Legal Services
- MACES
- Mail Service
- Mathematics, Department of
- MAUT
- McGill Computer Store/Bookstore
- McGill Library
- McGill School of Environment
- McGill-Queen’s University Press
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- Montreal Neurological Institute
- MUNASA Office
- Office Of Investments
- Office of the Associate Provosts
- Office of The Deputy Provost, Student Life and Learning
- Office of the Principal and Vice-Chancellor
- Office of the Provost and Vice Principal Academic
- Office of the Vice-Principal (Communications and External Relations)
- Ombudsperson for Students
- Oncology, Department of
- Parking Services
- Pathology, Department of
- Pension Administration & Benefits
- Planning and Institutional Analysis
- Post-Graduate Students’ Society
- Printing Services
- Procurement Services
- Redpath Museum
- Religious Studies, Faculty of
- Risk Management and Insurance
- School of Computer Science
- School of Continuing Studies
- Secretariat
- Social Equity and Diversity Education Office
- Sport Medicine Clinic
- Student Housing and Hospitality Services
- Student Services
- Teaching and Learning Services
- University Advancement
- Vice Principal Administration and Finance
- Vice Principal Research
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This support applies to:
- University-owned personal computers (desktop and laptop) support for faculty and administrative staff in a faculty or unit (or sub-division of either) that has a support agreement with ITS.
- All fully supported public access computers in classrooms, libraries / hallway kiosks, and non-research computer labs.
Units currently not covered by an SLA or LOA will need to come to an agreement with the Office of the Budget and IT Services if they want to obtain such services in the future.
NOTE:
Within the remaining faculties, some units and departments are supported centrally by ICS; others are supported by Local Area Network (LAN) administrators. In this case, to find out who supports your unit, contact your Administrative Assistant. You are also welcome to contact the IT Service Desk, who can assist in directing your request.

How to request & access the service
For department or faculty covered by the Service Level Agreement with ICS:
- For designated administrative staff, fill out the appropriate request form (only accessible to specified individuals):
For urgent IT issues: call 514-398-3398 to open an incident and get your issue resolved in a timely manner.
See the Availability section below for Onsite desktop support hours.
To request a Service Level Agreement for your department:
View the SLA agreement document under Training & documentation, below. For more information on requesting an SLA, please contact the Desktop Services Manager.
Academic Laptop support:
Contact the IT Service Desk 514-398-3398 to schedule an appointment for consultation.

Cost
There is no cost to individual users. The cost to departments and faculties is based on a Service Level Agreement with ICS.

Availability
Onsite desktop support is available from 9:00 a.m. - 5:00 p.m. Monday - Friday.
Note: Only minimal staff are available to provide essential services during summer Fridays. Check the summer schedule.

Frequently asked questions
- Does my unit receive IT support from ICS?
See the list of SLA customers, above.
- How do I set up a new departmental computer?
If your unit has a service level agreement with ICS, and you are a designated administrative IT liaison, complete and submit the request: Set up a new computer

Best practices & policies
Protect your data with the help of McGill's IT security services ressources

Training & documentation
The ITS Network and Desktop Services Service Level Agreement includes information on the provision of network and desktop services by IT Services.
See IT Training for information on all IT course offerings and self-serve resources.

Support
See the How to request/access section in this article.
