Service Overview

Target audience: Entire McGill community.

The McGill community has many options for both self-service and full-service IT support. From making requests or reporting incidents to software and hardware support, the IT Support Site and IT Service Desk are here to help you with your IT needs. 

See Getting Started with the IT Support Site for more information on using the many self-service IT help features available, and see *About: IT Service Desk for more information on the IT Service Desk.

How to use the IT Support site:

You can access the McGill Support site from this link : McGill Support site

Use the McGill IT Knowledge Base: 

The IT Support site contains a wealth of information in its Knowledge Base. You will find FAQs and self-help resources for McGill’s IT Services. To use the knowledge base, simply enter a query in the Search box.

For more search options such as the ability to search by article category, see the lists of the Top Rated and most viewed articles, click the Browse Knowledge button, below the Search field.

Make a request:

Click on Make a request on the top menu bar. To find the correct webform, either use the search field or navigate through the displayed categories.

Report an issue:

To report a non-urgent issue you are experiencing with an IT Service or system, click on Report an issue in the top menu. Select the affected service from the drop-down list, complete the form and click Submit.

How to reach the IT Service desk

If you cannot find the support you need using the knowledge base, service catalog, or report an issue form, you can contact the IT Service Desk directly.

Virtual "Walk-in"

Monday to Friday: 9:00 am - 5:00 pm EST By appointment only

Book a 30-minute session with one of our consultants for more personalized support with an IT Service Desk consultant. Appointments are only bookable up to 5 days in advance. Please register with a non-McGill email if you are having troubles with your account so that you will receive the confirmation email with the meeting link. Go to mcgill.ca/itwalkin to book an appointment. * Please note, if you register your appointment with a Gmail account, your confirmation email may end up in your Spam or Junk folders.

 

In Person Walk-in
At the McLennan Library (3459 McTavish St.) Get Directions here Monday to Friday: 9:00 am - 5:00 pm EST	Location: Main floor, Left of the Library Services and past the elevators.

 

Suspicious emails

ATTENTION: If you have already clicked a link or opened a file attachment in a suspicious email, please contact the IT Service Desk immediately by calling 514-398-3398.  You can quickly report a suspicious email by using the Report Message, Report Junk, or Report Phishing buttons in any Outlook app, including Outlook on the web (https://outlook.com/mcgill.ca).  Note: If the email is already in your Junk Email folder, you do not need to report it.  For more details, see Report suspicious emails.

Summer and holiday hours

During the summer months (end of June to end of August), telephone and walk-in support close at 5pm; precise hours will be posted during those months.
We are closed during holidays observed by McGill. See statutory holidays listed on the HR website.

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Your feedback and satisfaction surveys

When a ticket is closed you will receive a quick satisfaction survey. We strongly encourage you to submit feedback, as our surveys are routinely reviewed for quality assurance purposes and aid in the continual improvement of our services.

If you have already opened a ticket and feel that your issue is not being handled properly, please escalate to the director of IT Customer Services.

Additional References

• About the IT Service Desk 
• Report suspicious emails 
• Get started with the IT Support site