Introduction to ITS Service Desk
The ITS Service Desk is your virtual centralized point of contact for your IT-related questions, issues, and requests. We provide technical support, troubleshoot problems, and ensure your technology experience is smooth and productive.
IMPORTANT: ITS Service Desk will help with your technical concerns. We are operational during regular business hours, Monday to Friday, from 8:00a.m. to 4:00p.m.
What types of issues does IT Service Desk help with?
We assist with a wide range of IT matters, including but not limited to:
- Password resets and account access issues
- Software installations and updates
- Hardware problems and repairs
- Network connectivity and Wi-Fi assistance
- Printing and scanning issues
- Email and collaboration tools support
- Security and antivirus concerns
Service Desk features
ITS provides a number of excellent features to help you, when technology is not working for you. These ITS Service Desk features make you aware of the technology concerns we are facing at any one point. They also might resolve your concern before ever having to submit a Service Desk ticket.
ITS System Status relates any impacts from a viral attack on our technology, when systems or programs are down for repair, and we share when things are resolved.
ITS Alerts are quick notices from ITS in regards to maintenance windows you would need to be aware of, if this might impact your work.
Help Resources is a self-help location of over two hundred and forty web pages. These web pages provide process steps for items like logging into the HUB, how to connect to RRC Wi-Fi, amongst many others. These could very easily resolve your technical concern before you submit a Service Desk ticket.
How can we help you provides you with a quick option to input a keyword or a phrase for an issue that you are facing. Our knowledge base contains many questions and answers, with links to Help Resources pages, to other common questions for technical matters, and often to other RRC Polytech departments.
Contact Us is our contact information, a way to get in touch with ITS, when you have a previous conversation or a current ticket and need to provide us more information.
For more detailed information, open Service Desk in depth.
Service Desk in depth
ITS System Status
On the right-hand side of Service Desk there is section called ITS System Status. You will find information on known outages or known technical concerns that are affecting others, or the whole RRC community. This is a terrific feature as you will know what is in process with ITS and what is now resolved. Click ITS System Status to subscribe to these alerts.
NOTE: If this information does not resolve your concern, or you have a concern not identified here, you can submit a ticket at ITS Service Desk.
ITS Alerts
On the left-hand side, ITS provides notifications of ongoing issues and shares messages regarding upcoming new features and programs.
Help Resources
On the left-hand side, there are links to self-help web pages, showcasing technical information, FAQ, and common process step webpages provided by ITS. If you do not see the concern yu need help with you can access the main webpage called Help Resources for more information.
How can we help you
On the right-hand side there is a section called How can we help you. This is an ITS built knowledgebase regarding ITS information and support. Type a few keywords or a phrase, to locate links and helpful information of common inquiries. If you require further help, please open Help Resources for further webpages to assist you.
Contact Us
On the bottom right-hand side, there is a section to contact ITS in regards to your submission or to continue a previous conversation.
Request technical support
When the information above has not resolved your concern and you need further technical support, you must submit a Service Desk support ticket.
IMPORTANT: It is important to follow all four steps in submitting your ticket. These steps ensure that your matter will be attended to and you will receive the resolution you had requested. ITS is here to help you, and we welcome the conversation we will have with you within your ticket.
Please refer to these numbered steps:
- First Step – Submit your Service Desk ticket
- Second Step – What happens next
- Third Step – Review your ticket
- Fourth Step – Keep in touch with ITS
First Step – Submit your Service Desk ticket
When you have determined you require technical support, please follow these steps to submit a ticket.
- Click ITS Service Desk.
- Locate the Request Support section, on the right-hand side.
- In the Subject, provide a short meaningful sentence. For example:
- Not able to send emails to my classmate.
- RRC Wi-Fi is not working in a computer lab.
- I accidentally deleted a OneDrive file I need for a presentation.
- My audio is not working on my Microsoft Teams meeting.
- In the Body, provide information about the technical concern and include as much detail as possible. The more detail IT Solutions is provided, the better able we are to troubleshoot your concern, and come to a resolution. Examples of common technical information needed:
- Identify any programs you were using, e.g. Microsoft Teams, RRC email, College Wi-Fi, Word, Excel, Adobe, etc.
- Indicate the browser you were using, e.g. Edge, Chrome, Firefox, etc.
- Paste any relevant links (URLs) of the web page, Microsoft Team, SharePoint teamsite, blog, or wherever the concern has occurred.
- Attach files with screenshots of error messages or unusual onscreen activity. Open the Capture screenshots to attach to emails & Service Desk tickets webpage for instructions.
- Indicate your contact information: a personal email address (especially if your concern is RRC email related), personal phone number, and a weekday and time of day when Service Desk can best reach you.
- Provide any other useful information that might be helpful for ITS.
- When ready, click Submit Ticket.
Immediately following your submission, the box will turn green, and you will be provided a link to your new ticket.
Second Step – What happens next
You will receive an automated email, with a link to your Service Desk ticket. This ticket is created on your behalf.
NOTE: This is an unmonitored email address, so please do not reply to the email at all.
In order to communicate with ITS about your concern, open the Review your ticket section for more information on how to access your submitted request.
Third Step – Review your ticket
To review your submitted ticket, you can use:
- the provided link from the email you received, as above.
- the View my unresolved support request submissions link at the bottom left side of the Request Support section in ITS Service Desk.
Fourth Step – Keep in touch with ITS
NOTE: An ITS staff member will keep in contact with you.
In order to resolve your concern please review your ticket frequently to:
- Follow the progress.
- Reply to any questions we might have for you.
- Add more information and/or attach screenshots, after the initial support request was made.
- Let us know when things are fixed or working well again.
- We like knowing you are back to your work or your school work.
- Also, so that we can resolve your ticket.
RRC Polytech campuses are located on the lands of the Anishinaabeg, Ininiwak, Anishininwak, Dakota Oyate, and Denésuline, and the National Homeland of the Red River Métis.
We recognize and honour Treaty 3 Territory Shoal Lake 40 First Nation, the source of Winnipeg’s clean drinking water. In addition, we acknowledge Treaty Territories which provide us with access to electricity we use in both our personal and professional lives.