ITS

Information Technology Services
Information Technology Services

IT?Support Centre

ITS Departmental Meeting?- December 7, 2017

The IT Support Centre will be closed Thursday,?December 7, 2017?from 1:00?- 5:00 pm.

The IT Support Centre is?the first point of contact for faculty, staff and?students?with ITS.? We provide support for the services offered through ITS.??

We provide our ?services through:

Getting Started

Who Can Have It?

  • All members of the Queen's community, including all faculty, staff and students

Are There Any Costs?

Click to see costs?
  • Call Centre
    • Telephone Support - no charge
    • Remote Assistance - no charge
  • Walk-In - no charge
    ?
  • Drop-off?Depot (for software)
    • Diagnostic and repair - $25 flat rate
    • Priority Service (front of the line) - $85 / hour
    • Elective software / operating system install - $55 / hour
  • Onsite Support - $85 / hour
  • Direct Computer Support
    • $300 Best Practice
    • See the Direct Computer Support Service Page for more details

How Do I Get It?

  • Call Centre - phone 613.533.6666
  • Walk-in -?Mackintosh-Corry Hall, Rm B205 (on Student Street across from the cafeteria).
  • Drop-off depot - Mackintosh-Corry Hall, Rm B205 (on Student Street across from the cafeteria).
  • Onsite - schedule a visit to?your office on campus
  • Direct Computer Support - Subscribe to service.

How Do I Discontinue It?

  • When you leave Queen's University as either an employee, faculty or as a student, you will lose access to the use of the Support Centre.? We will still assist in the use of the Solus / HR Self Service and any other pre-agreed service access (faculty and alumni email)
  • Please see the Service Termination Dates?page for details when service will be discontinued following departure from Queen's.

Availability

  • The targeted availability of this service is 7 hours a day, Monday through Friday.? Our web form is available 24 x 7.
  • Closed evenings, weekends and holidays

Additional Information

The following services are available through the IT Support Centre

  • Direct Computer Support
    • Chargeable service available to departments to support? administrative functions.? Requires standardized systems that meet best practice.
    • Support of computer system
    • Support of services being accessed by user
    • Direct access to dedicated departmental support hotline and web form
    • No-charge Onsite Visits
    • Loaner laptop while your computer is in?the Drop off depot
    • Priority no charge service in Software Depot
    • Additional Services Included
  • Multimedia/Classroom Support
  • Encryption Service
    • Windows computers use BitLocker and Macs use FileVault to fully encrypt the hard drive
    • System Requirements:
      • Macintosh:? running OS X 10.7 or newer
      • Windows 7 Enterprise or Ultimate
      • Windows 8.1 Pro,?Enterprise, or RT
      • Windows 10 Pro, Enterprise
    • If your computer does not meet the System Requirements you will need to have your operating system upgrade.
    • Computers requiring an Operating system Upgrade will be upgraded to Windows 8.1 Enterprise or Windows 10 Enterprise
    • Loaner laptops available to any staff and faculty member who requires a Queen's owned computer to be upgraded in order to support Window Bitlocker encryption - available until January 1, 2017 (loaner laptops for encryption?are limited and appointments will be required)

Governing IT Policies

Users of this service are governed by the following policies, failure to comply may result, at a minimum, with suspension of service:

Help & Support

  • Contact the IT Support Centre:
    • By phone:??613.533.6666 during regular business hours?
    • Complete and submit Online Help Form
      • Please note that while the Online Help Form can be submitted 24 hours a day, requests will be responded to during the regular IT Support Centre?hours
  • Tutorials and FAQs

Last Updated:?September 22, 2017

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