Evolving Processes

Supporting our clients continues to be a priority as we adjust to a new way of working. As such, our processes are undergoing frequent updates to best serve our clients and to keep everyone safe. Changes will be made to this page in tandem with these process changes. We thank you for your patience. 

Portal

The IT Support Portal provides clients with access for reporting IT issues, conversing with support agents, monitoring the status of their requests and historical reference of all resolved/closed support submissions. The portal can be access from anywhere with internet connectivity 

The portal is the preferred way to submit IT requests as numerous request forms are provided. These forms aim to cut down on repeated agent interactions as all pertinent request information is captured in a single instance. Portal submissions are placed in the support queue and are addressed in the order in which they were received. Our triage support staff monitor all incoming requests and assign a higher level of urgency, when appropriate. By nature of the portal, no face-to-face human interaction is required. 

Email

Email is another viable way to submit requests to IT Support. Unlike the portal, email submissions are free-form and may be subject to clarification before proceeding with the customer request. Email submissions are automatically placed in the support queue but may take slightly longer than a portal request as agents gather detailed information. With similarities to portal, email requires no face-to-face human interaction. 

Email address: itsupport@usask.ca

Phone Support

During the COVID-19 outbreak, we have changed the way we handle incoming support phone calls. For matters that are difficult to report by email or through the portal, we encourage employees to leave us a voicemail if agents are busy fielding other incoming calls.  

Our IT Support phone number is: 306 966 2222

In-Person Assistance

In an effort to limit person-to-person interactions, we will be offering remote support only. If your office computer on campus needs an in-person response, IT Support will have a staff member on campus available for such requests on Mondays, Wednesdays and Fridays only, and only for the most urgent situations. We are unable to offer certain services during the COVID-19 pandemic, but we will gladly assist you with these once we return to normal operation on campus. 

We are also currently working to determine the best way to support your computer hardware in a way that keeps all parties safe and healthy. We appreciate your patience as we continue to evolve our processes to provide the best possible support while keeping our community safe. 

Urgent Requests

Our triage support agents attempt to prioritize incoming requests in order to deal with all matters, including urgent, as efficiently as possible. Amongst other high-priority items, we pay special attention to outages impacting academic classes.

Remote Support

For safety reasons, during COVID-19 we will be addressing service requests remotely. Remote support allows a support agent to see your screen and fully interact with the remote desktop. Support agents will attempt to troubleshoot and fix issues using remote control and screen sharing - supporting you as if they were by your side.  

Knowledge Base

Knowledge Base is a searchable information repository for the campus community, providing articles and forms relevant to faculty, staff and students on campus.  The purpose of Knowledge Base is to provide a single source of information available to the campus community where the most up-to-date information is available with the most current version of forms you may need, or information regarding changes to policies, procedures and guidelines as they happen. 

Articles and forms in Knowledge Base are developed by Subject Matter Experts (SMEs) who are identified as experts in specific areas around campus.  We work closely with these experts from various departments and units to develop content and ensure that existing content is accurate and up-to-date.  Once content is developed, it is posted to Knowledge Base and closely tracked for annual reviews and updates.  We are continually adding new content, so check back often! 

If there is a topic you think should be added to Knowledge Base, or you have suggestions for improvement to existing articles, let us know. There is a Feedback button at the bottom of each article that you can use for this purpose.