Help Desk (Computer Services)

Service Description

The Confederation College Computer Services Help Desk department is the one-stop shop and first point of contact for all IT and AV-related technical support services for the entire College community (employees and students).  The major areas of IT/AV support for the Help Desk include:

  • Network account access/passwords
  • Computer hardwards repair
  • IT/AV Hardware repair
  • E-mail
  • LMS application support (Blackboard)
  • Classroom technology support
  • Distance Education support (web conferencing and videoconferencing technologies)
  • Printing
  • Network & wireless support
  • Telephones
  • Software support for College applications

Other duties of the Help Desk include:

  • Receive, record, and track inquiries/service requests from users in the form of trouble-tickets in the service desk tracking system software.
  • As first point of contact, perform initial troubleshooting on reported problems and either fix the issue, or escalate to other Computer Services technical staff for resolution as appropriate.
  • Record and report IT system incidents (i.e. service interruptions/outages) to senior-level department technical staff.
  • Broadcast emergency notifications/messages regarding unscheduled system outages or similar situations to the College community via website postings or system-wide telephone messages.
  • Notify the College community of scheduled IT system service outages, system updates, changes, etc. with expected downtimes using Employee News postings.

The Computer Services Help Desk is located on the 3rd floor of the Shuniah building (walk-up traffic welcome) and can be contacted by calling (807) 475-6488 (ext. 6488), or by e-mailing [email protected]. 

It is the goal of the Computer Services Help Desk to provide the quickest and best service to all members of the College community.  Phone calls made to the Help Desk will be answered within 20 minutes (when fully staffed) and all e-mails will be answered within one business day.  Inquiries/service requests that cannot be fixed on the initial phone call/e-mail will be logged in a trouble-ticket.  Trouble tickets are completed on a priority basis with the highest priorities being cases where College classes are being disrupted, or when a employee cannot perform the significant aspects of their job.

Help Desk Hours of Operation (Academic Year):

Monday – Thursday: 8 AM – 9 PM
Friday: 8 AM – 5 PM
Saturday & Sunday: Closed

Note: After the above normal business hours, the Help Desk offers telephone-only support to the College community.  This ‘after hours’ support is a more basic level of service and provides support for things such as accounts/passwords, Windows operating system, MS Office, Blackboard, desktop repair (remote only), and emergency IT system service outage reporting.

Who Can Use This Service

All College employees and students