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Contact the IT Department


THE IT SERVICEDESK CREW

 

 

The IT Service Desk is the first point of contact for students, staff and faculty requiring IT support. There are several ways to contact the team depending on your needs and the urgency of your call.

 

When to Call us @ 2116

 

Its Urgent!
If its an issue in a classroom or something that prevents you from doing your job, then by all means call us. We'll try to fix it over the phone or dispatch a technician to your classroom or office on-campus as appropriate.

Frozen WYSE Thin Clients
Please call us right away; we have to fix these issues on the server.

Email has stopped working correctly
We typically like to remote control into your computer to check settings and see what's happening.

Software or Printer Installations on Office PCs
First, download the installation or setup file onto your computer (it typically goes automatically to the Downloads folder), then call the Service Desk. We will remote into your computer and install the software using our administrator password. If you have a setup CD, call us before attempting to run it.

 

When to Log a Job Online or Email us

I Would Like It Today (If Possible)

Log into our IT @ KPU Self Service Portal and create your own service ticket. Tickets submitted via the Portal are constantly monitored by the Service Desk team and responded to as quickly as possible. Alternately, send an email to servicedesk@kpu.ca fully describing your request. You can attach sample files or screenshots as appropriate.

It Isn't Urgent, or It's for a Future Date
Use the same process as above; just let us know a preferred time line. Click one of these buttons to log a job online.

IT Service Request - Students Log an IT Request - Staff

Specific Employee Requests to Log Online

 

Mobile Device Synchronization - get your KPU email setup on your personal smart phone.
Mobile Technology - order cell phones and plans for use at KPU.
VPN Account Request - request access to internal network resources when off campus.
Banner Account Request - for supervisors only to request Banner access on behalf of employees.
IT Move Request - for employees moving between campuses. For on-campus moves, just log a job in our IT Portal.

 

You Can Look It Up Yourself!

 

Answers Already Online

micro

Microsoft has great software training resources at their Office Training Center.

lynda

Have you tried the learning resources at lynda.com? As an employee, you have KPU-sponsored access. Click here to Sign up.

 

Information that helps IT

 

In order to expedite your request in the most efficient manner, we will need some important information from you such as (not all of these apply for each request):

  • Your full name
  • Your campus
  • Your room number or location
  • Your Kwantlen computer ID
  • The printer ID (check your computer for the network name)
  • Moodle course and CRN
  • Student number (for requests relating to students)
  • A phone or cell number where you can be reached

 

How Do I Find This Information?

 

Computer ID

  • On the desktop, right-click on "Computer"
  • In the resulting menu, click on "Properties"
  • In the resulting dialog box, note the line "Computer Name"

Printer ID

  • The network name can be found by clicking "Start / Devices and Printers"
  • The name will be in the list of printers.
  • If the printer is not in the list and should be, get the name from a co-worker’s pc.

 


Contact Us. Better Yet, Come Visit.

IT Service Desk

Phone: 604.599.2116
Email: servicedesk@kpu.ca
Location: 1st Floor, Arbutus Building, Surrey Campus

Don McGonigal - IT Servicedesk Team Lead
Phone: 604.599.2323
Email: Don.McGonigal@kpu.ca
 

 


For additional information, support, training, or assistance contact us,

Help

IT Service Desk @ 604.599.2116
Email: servicedesk@kpu.ca