IT Advice, Help, and Support
- Service available to: Faculty, Staff, Students, Researchers
- Themes: Consulting, Help and Support, Professional Services
- Service Category: IT Professional Services
- Service Areas: IT Consulting and Advising, IT Service Management
- Fees May Apply:
Description of Service
This service provides all faculty, staff, researchers, and students with access to advice, help, and support so that they can access and effectively use IT services and resources. IT Support Services serves as the primary point of contact for most of the university community seeking resolution and assistance with supported university systems and applications (e.g. accounts, course tools, video conferencing). Strategic IT advice, guidance, and support for colleges is provided by IT College Coordinators (login required).
IT Support Services includes:
- Gathering and analyzing information about an issue to identify the source of the problem.
- Determining the best way to resolve the problem.
- Providing basic support and troubleshooting to resolve an issue, such as password resets, break/fix instructions, printer configurations, and software installations.
- Routing issues to alternate support channels when necessary.
The service is provided through phone, walk-ins, email, and remote support. Walk-in support is provided in the Murray Library (M to F). Extended hours and weekend support are also provided out of the Murray Library.
IT advising services include:
- Guidance, support, and strategic advice to deans, department heads and others in the college.
- Assistance to identify and obtain IT solutions that achieve the unit’s priorities and outcomes.
The first point of contact for IT advising services is the IT College Coordinators (login required). If a college or unit does not have an IT coordinator, then the first point of contact is IT Support Services.
Access
Faculty, staff, researchers, and students can request advice, help, and support from IT Support Services using the following methods:
- Submit a General IT Request (login required) form or the Resolve an IT Issue (login required) incident request.
- Phone: Internal: 2222 or External: 306-966-2222 or 1-800-966-4817 Toll Free in Canada
- Email: itsupport@usask.ca
Strategic advice for the following areas have alternate consulting processes and should be contacted directly for support:
Availability of Support
Core Hours: 8:00 am–5:00 pm Monday to Friday
Service Standards
- Service levels and support commitments are outlined in the ICT Core Services Service Level Agreement.
Service Exclusions, Limitations, and Restrictions
- For Security reasons, NSID Password Reset Requests will not be provided using email.
- NSID passwords can be reset using the NSID password self-recovery options by clicking the “Forgot your password” button on the PAWS login page.
- If recovery options have not been set, faculty, staff, and students will need to either call Internal: 2222 or External: 306-966-2222 or 1-800-966-4817 Toll Free in Canada or bring photo ID and visit the Murray Library IT Support desk in person.
Service Charges
- There are generally no charges associated with using advice, help, and support services.
- Fees may apply for specialized advice, help, and support.
- Fees of $90/hr will be applied to initial setup and/or support of employee devices purchased outside of IT Requsitions.
Additional Resources
- Report a Software Issue (login required) to report an issue with a specific application on a university-owned and managed computer.
- Request Assistance Using Software Applications (login required) for help on using a specific application on a university-owned and managed computer.
- IT Support section of the knowledge base (login required)