Contact ITS

Looking to contact the IT Support?

Each of Algonquin College’s campuses has a Client Care Location to assist you.

Getting you the help you need:

• Contact, locations and hours of service
• Having difficulties? Submit a work order
• What to expect when visiting ITS Client Care
• Other sources of help

Contact, locations and hours of service

Having difficulties? Submit a support case

Students, faculty and staff can submit support cases when they are experiencing technical problems with a laptop, a computer, hardware in a classroom, a wireless connection, logging into an account or issues with other ITS services. Support cases are how we track client service.

To submit a service request:

Go to http://help.algonquincollege.com/webtocase

Be sure to include your staff/student ID, the service you may be experiencing issues with and any other related information.

Your issue will be logged in the system and an ITS agent will contact you, generally within 1 business day.

What to expect when visiting Client Care

When you visit ITS Client Care, there are one or two important things to keep in mind that will make your experience more enjoyable and speed things up.

Your responsibilities

• Ensure that you have done your backups before we do work on your computer. ITS can not accept responsibility for any of your information. It is your responsibility to ensure that your information is safe.
• In the event that you need to leave your laptop, ensure you have alternate means to continue to work on your courses. ITS may not always have a loaner laptop available.
• Do not leave your laptop bag, charging cord or mouse.

Our Support

Algonquin College ITS Client Care supports the technical needs of the students and staff of Algonquin College.

What we can do:

• Help you with college account problems.
• Help you with most college owned hardware, software or networking problems.
• Help you get a connection to our network from off-campus.
• Help you with college printer issues.
• Help upgrade your hardware if it is college owned and below the basic college standard (Evergreening).
• Install legally licensed software on your college owned computer.
• Restore your data which was recently on your network drive or server (usually within two weeks).
• Assist with computer security such as spyware and viruses on college computers.

Other sources of help

The ITS Client Care can help you solve majority of your technical issues. When we can’t, the lines are too long, or it’s after hours, there are others sources of help you can turn to:

• • The manual or installation instructions for your software or computer
  • The Help feature of the program or system
  • ITS Help Centre is an ITS website with hundreds of answers to your computer questions.
  • LinkedIn Learning has tutorials on many computer topics and is free to college staff and students.
  • Training – students can contact Peer Tutoring, staff have access to Professional Development
  • The manufacturer’s web site for information, drivers and FAQs (also third party support web sites)
  • Internet newsgroups or forums on the topic

Note: Each college department manages their own website content. Please contact departments directly concerning any requests or issues with their website.

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