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Information Technology Services
Information Technology Services

IT Support Centre

The IT Support Centre is the first point of contact for faculty, staff and students with ITS.

We provide assistance, information, and referrals for all Queen's IT-related issues.  Our services include: 

  • Call Centre
    • Telephone Support
    • Remote Assistance
    • Onsite
  • Walk-in
    • Assist with technical issues for laptops and mobile devices as well as other IT-related inquiries
  • Online Help Form
    • Assist with technical issues and other IT-related inquiries
    • 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 call centre hours
  • Software Depot
    • Diagnostics and repair
    • Priority Service (front of the line)
    • Onsite
  • Hardware Depot
    • Diagnostic and repair (specific models - warranty only)
    • Data Backup Service
    • Priority Service (front of the line)
    • On-Site
  • Direct Computer Support
    • Direct access to dedicated departmental support hotline and web form
    • No-charge Onsite Visits
    • Priority no charge service in Software/Hardware 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 August 1, 2016
    • Loaner laptops are limited and appointments will be required  

 

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
    • On-Site - $85 / hour
  • Walk-In - no charge
     
  • Software Depot
    • Diagnostic and repair - $25 flat rate
    • Priority Service (front of the line) - $85 / hour
    • Onsite Support - $85 / hour
    • Elective software / operating system install - $55 / hour
  • Hardware Depot
    • Diagnostic and repair (warranty only) - no charge
    • Data Backup Service - $75
    • Priority Service (front of the line) - $85 / hour
    • Onsite - $85 / hour
  • Direct Computer Support
    • $300 Best Practice
    • $500 Base
    • See the Direct Computer Support Service Page for more details

How Do I Get It?

  • Call Centre - phone 613.533.6666
  • Walk-in - visit location on lower level of Stauffer Library
  • Software depot - visit location on lower level of Stauffer Library
  • Hardware depot - visit location on lower level of Stauffer Library
  • 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.
  • Users of the service should expect occasional but infrequent service interruptions or slowdowns, both planned and unplanned.
  • Where it is necessary to schedule system maintenance that necessitates a service outage, ITS will do this outside of regular business hours whenever possible.
  • Please check the ITS Notification page for information about unplanned serve outages.
  • Standard Hours of Operation

Service Level Objective

Please see the links below for Service Level Objectives:

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 calling 613.533.6666 during regular business hours or by filling out the Online Help Form.