Service overview

The IT Service Desk is the liaison between McGill's central IT Services and its users. It is the first point of contact for reporting incidents (e.g., when services are unavailable or malfunctioning) and service requests. The Service Desk aims to provide the quickest possible resolution of all inquiries related to IT services.

The Service Desk is also responsible for proactively informing users of all relevant IT events and changes.

Our activities include:

• Recording and monitoring all IT incidents, such as unscheduled service interruptions
• Receiving inquiries and service requests from end users and recording all pertinent information on the first contact
• Providing initial assessments (to determine urgency and impact and prioritize incidents) and attempting to resolve users' issues
• Escalating issues to appropriate second- or third-tier support if necessary, including referring users to appropriate departments within McGill, if applicable

Note: The IT Service Catalogue and Knowledge Base provide contact information for various departments and their services. However, we are not necessarily responsible for the support of all services listed.

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Who can use it

McGill faculty, current and former staff, students, guests, alumni, and affiliates.

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How to request & access the service

See the Knowledge Base article Contact the IT Service Desk for detailed contact information.

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Cost

There is no cost associated with this service. If you are a student, the cost is covered under your student fees.

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Availability

See the Knowledge Base article Contact the IT Service Desk for hours of operation.

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Frequently Asked Questions

Where can I get a list of all IT services?
The IT Services home page has a complete service catalogue. See the link provided in the Support section.

Where can I get help after office hours?
Search the IT Knowledge Base from the IT Support portal home page or use the search box above each article. To report emergencies after hours, call 514-398-3398 and follow the instructions provided.

I'm new at McGill; where do I get started with IT?
For an overview of all IT services available for you, consult these pages on the IT Services site:

• IT for Students
• IT for Faculty
• IT for Staff

I am no longer studying/working at McGill.

See the Knowledge Base article What IT services can I still access after I leave McGill?

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Best practices & policies

• Before contacting the IT Service Desk, search the IT Knowledge Base to see if a resolution to your issue is already documented.
• If you are having trouble accessing an IT service, check the IT Services website to view the status of major IT services at a glance in the Status & Alerts block.
• During peak periods of activity (such as the beginning of each semester), Make a request on the IT Support site instead of phoning, especially if your request is not urgent.
• When you contact the IT Service Desk, you are given a ticket ID. Please keep this ticket ID handy and refer to it in each subsequent communication with the Service Desk relating to that same issue.
• Keep in mind that all users of McGill computing facilities are subject to the Policy on the Responsible Use of McGill IT Resources.

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Training & documentation

See the Index of IT Training courses for a complete list of courses.

Self-service resources
For an overview of all IT services available for you, consult these pages on the IT Services site:

• IT for Students
• IT for Faculty
• IT for Staff
• IT for Alumni

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Support

• Contact information and hours of operation.
• Make a request for a service
• View the status of IT systems and services
• Browse or enter a keyword to search the IT Knowledge Base for instructions and supporting documentation.
• Visit the IT Services website for timely articles and news about upcoming changes.