Service for: Faculty, Staff, Students
Service Provider: , Faculty of Engineering and Design, , , ITS, , Teaching and Learning Services
Service Type: Technology and User Support

What is this service?

This service provides the first point of contact for end-users with a clear path to escalate and communicate IT service related requests, questions, problem reporting, and satisfaction issues.

How do I obtain this service? / How do I receive support for this service?

To request support for this service, Students, Staff and Faculty may contact the ITS Service Desk.

Faculty and Staff members of the departments listed below have the additional option to contact their Faculty IT support representatives.

Help Desk Provider Email Phone
ITS Service Desk its.service.desk@carleton.ca
IITS support portal		 (613) 520-3700
Teaching and Learning Services (TLS) tls@carleton.ca
TLS support portal		 (613)520-2600 x2344
Faculty of Arts and Social Sciences fass_csu@carleton.ca (613) 520-2600 x1500
Faculty of Public Affairs – FPA fpacsu@carleton.ca (613) 520-2600 x1401
Faculty of Public Affairs – FPA  – Journalism (River Building) roger.martin@carleton.ca (River Bldg.) (613) 520-2600 x7407
Earth Sciences computersupport@math.carleton.ca N/A
Chemistry chemistry.csu@carleton.ca (613) 520-2600 x3619
Physics computersupport@physics.carleton.ca N/A
Mathematics and Statistics computersupport@math.carleton.ca N/A
School of Computer Science support@scs.carleton.ca N/A
Sprott School of Business it_support@sprott.carleton.ca (613) 520-2600 x2362
Education Development Centre edc@carleton.ca (613) 520-4433
Office of the Dean of Engineering warren.hik@carleton.ca (613) 520-5647
Department of Civil and Environmental Engineering CEETechSupport@carleton.ca (613) 520-2600 x7476
Department of Electronics support@doe.carleton.ca (613) 520-2600 x2513
Department of Mechanical and Aerospace Engineering neilb.mcfadyen@carleton.ca (613) 520-2600 x5636
Department of Systems and Computer Engineering service@sce.carleton.ca (613) 520-5737
Azrieli School of Architecture and Urbanism architectureadmin@carleton.ca (613) 520-2600 x3955
School of Information Technology christopher.clarke@carleton.ca (613) 520-2600 x2907
School of Industrial Design romanminakov@cunet.carleton.ca (613) 520-2600 x8317

How-to Links

N/A

Support Availability – ITS Service Desk:

Hours of Operation (Fall-Winter)

Library Hours

 Monday-Thursday: 8:00am-10:30pm 
Friday:  8:00am-10:00pm
Saturday-Sunday: 12:00pm-8:00pm
Closed: Statutory Holidays (Details)
Location IT Help Desk, 4th Floor MacOdrum Library

Support Availability – Faculty Help Desks except Journalism:

  • Monday-Friday: 8:30am-4:30pm

Support Availability – Journalism:

  • Monday: 1:00pm-4:00pm
    Tuesday: 8:00am-4:00pm
    Wednesday: 8:00am-9:00pm
    Thursday: 8:00am-4:00pm (Not available Sept. 26, Oct. 10, 24, Nov. 14, 28)
    Friday: Not Available

What is included?

  • Standard Features:
    • The first point of contact for user identified IT issues
    • Immediate resolution of basic IT issues
    • Escalation of complex incidents or requests to appropriate support group(s)
  • Non-Standard Features:
    • Field Support Services for onsite and remote support of Carleton Faculty and Staff
    • Technical support to resolve advanced incidents or issues
    • After-hours support
    • ITS:
      • electronically track and update open support requests using incident tickets
      • Automatic email notification of ticket resolution
      • Expected Resolution time, based on Priority 1-5,  (1): 4 working hours, (2): 8 working hour3, (3): 24 working hours, (4): 48 working hours, (5): To be negotiated
  • Service Exclusions
    • N/A

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