CSAHS IT Assistance

Need Assistance?

There are several methods to get help during U of G business hours:

  1. Visit our sharepoint site 
  2. CSAHS IT Assistance Webform
  3. Call extension 58888
  4. Email IThelp@uoguelph.ca
  5. Utilize CCS Live Chat, Click on "Chat live with us"

Stay Informed

Computing and Communications Services (CCS) continues to investigate an incident that is impacting multiple University systems. We will use this page to regularly communicate with the CSAHS community as the situation continues to evolve.

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Frequently Asked Questions

Why are we requiring a help desk ticket to get help?

Good question! There are numerous reasons for an institution implementing help desk ticketing:

Improve customer service

CSAHS staff, faculty and students have access to the entire team. The CSAHS IT team works across all CSAHS departments, centres, institutes and clinics. We use tools to be able to assist with issues remotely, via telephone and in person. By accessing the entire team via a help desk ticket, you will have your issue resolved in a timely manner.

Single point of contact

No more trying to figure out who to contact, at what number or email, or having to navigate "out of office" notifications to get help – help will be available through one extension, one email address, one interactive chat or one online form submission.

Maximize investments in information technology

We are all looking for efficiencies, CSAHS IT is no different. Tickets will capture information surrounding issues CSAHS users face and that information will be used to determine the best use of investment in IT.

What types of things require a help desk ticket?

Essentially, if you require IT to work on something for you, you will need to enter a ticket, such as:

  • An issue with your computer, either hardware or software
  • Setup or configuration of devices, peripherals or new software
  • Advice on new hardware or ordering new hardware or software
  • Assistance with webinars, interview recordings, student defenses

Note that this is not by any means an exhaustive list, so the best way to think about whether a ticket is required would be – "Does a member of IT need to spend time on my request?" If yes, then a ticket is required.

What is the best way to contact IT for support?

There are several methods to get help during U of G business hours:

  1. CSAHS IT Assistance Webform
  2. Call extension 58888
  3. Email IThelp@uoguelph.ca
  4. Utilize CCS Live Chat, Click on "Chat live with us"

With all these methods of communication, you will be required to provide enough information to allow CSAHS IT to assist. At a minimum you will be required to provide:

  1. Your contact information including your name, telephone, email and central login – but not password!
  2. Your department
  3. A detailed description of your issue
  4. The best time to contact you – if you are scheduled to be away from your desk.

Will I be guaranteed that my local IT person will be the person who helps me?

In most cases, yes, but there are no guarantees. The benefit of using help desk tickets is that your ticket can be distributed to any member of the CSAHS IT team. This ensures that you get help as quickly as possible and are not waiting for the local CSAHS IT staff member to become available.

What if I want to visit my local IT person to get assistance, can I do that?

Yes, you can, but know that your local CSAHS IT team member will still require that a help desk ticket be entered. If you have entered a help desk ticket, it may have been assigned to another CSAHS IT team member to assist you. Keep in mind that your local CSAHS IT team member may be assisting other college users with their issues and may not be available.

What if my problem does not get solved, who can I contact?

The first point of contact would be to contact the help desk directly using one of the methods described above and requesting the status of your ticket. If you are not satisfied with the response, you can ask for the ticket to be escalated to the help desk manager for further review.

If these steps have not resulted in your issue being solved, you can call the CSAHS IT Manager.

Will I be able to provide feedback?

Absolutely! We value your feedback! Your feedback will enable CSAHS IT to grow and adapt as necessary. There will be a random survey email sent after a help desk ticket has been closed, but it is done in a manner to not bombard you after every help desk ticket you enter.

You are also welcome to submit feedback directly to the CSAHS IT Manager, Department Chair or Director.