ITS Help Desk

• Estimated Response Times
• Hours of Operation
• Saturday classroom and lab support
• How to Submit an ITS Help Desk Call
• Request for Service Form
• Client Support Feedback Form
• Who to Call and When
   

Estimated response times

The client's phone call is answered within a time of 10 seconds to approximately 70 seconds depending on the volume of calls. The ITS Help Desk is able to resolve approximately 60 - 65% of phone call requests at the moment of the call. The ITS Help Desk responds to e-mails during regular business hours and again is able to resolve approximately 75 - 80% of e-mail requests.

Calls that are not resolved at the ITS Help Desk level are escalated to other support groups and those calls are resolved 85-90% of the time within a day. In most other cases, if the resolution takes longer then 24 hours it is most likely that we are waiting for parts that have been ordered, or it is a matter that requires a greater amount of attention.

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Hours of operation

The ITS Help Desk hours of operation during Fall, Winter & Spring semesters are

The ITS Help Desk hours of operation during the summer are

Note: We are open during Reading Week, but are closed during the Christmas and New Year period.

Saturday classroom and lab support

The ITS Help Desk is not open on Saturday. However, if you require support in a classroom or lab, please call 403.440.7060 between the hours of 8 a.m. to 12 p.m. Please provide the analyst with the room number you are calling from and the nature of the support required.

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How to submit an ITS Help Desk call

Currently a call request can be submitted one of three ways:

1. A client can submit a request for service by dialing the ITS Help Desk at 403.440.6000 and press button #1 during ITS Help Desk hours to speak directly with an ITS Help Desk Analyst.
2.  A client can submit a request for service by sending an e-mail to the ITS Help Desk at helpdesk@mtroyal.ca. An ITS Help Desk Analyst will respond to e-mails during ITS Help Desk hours.
3.  A client can leave a message on the ITS Help Desk has a voice mail system 24 hours a day, 7 days a week. A message can be left on the voice mail system by dialing 403.440.6000 and press button #2. An ITS Help Desk Analyst will respond to a voice mail message during ITS Help Desk hours.

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Who to call and when

Call the ITS Help Desk for:

• technology related calls.
• lab related problems and concerns.
• student account and employee account related problems and concerns.
• hardware related problems and concerns.
• wireless or other network related problems or concerns.
• staff and student network login or connectivity problems and concerns.
• netstorage problems and concerns.
• MyMRU problems and concerns.

Students can also call the Student Residence support line directly by dialing 8888 and pressing #2.

Call Security (5900) for all emergencies and for Lost and Found.

Call Physical Resources for problems or concerns with the room temperature. 6442

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Room: E251   Phone: 403.440.6000   Toll Free: 1.888.708.5508