IT Service Desk Support Methods

🌐 Service overview

There are several ways to reach the IT Service Desk at Laurentian University. Whether you need hands-on help, have a quick question, or want to submit a detailed request — choose the method that works best for you. We're here to support students, faculty, staff, and contractors with any technology-related question or issue.

📞 Contact methods

🏢 In-Person — Walk-Up Counter

Location: JND Library, IT Service Desk

Visit us in person for hands-on help. This is ideal if you need someone to look at your device, help you set up software, or troubleshoot something that's hard to describe over the phone. Our staff can assist with account issues, printing problems, Wi-Fi connectivity, software installation, and more. No appointment needed — just walk in.

Best for: Hardware issues, device setup, problems easier to show than describe, picking up loaner equipment, or when you prefer face-to-face support.

📱 Phone Support

Number: 705.675.1151 ext. 2200

Call us for immediate assistance, especially if the issue is urgent. Phone support is great when you can't visit in person but need real-time help — for example, if you're locked out before an exam, can't access a critical system, or need step-by-step guidance at your computer.

Best for: Urgent issues, account lockouts, real-time troubleshooting, or when you can't come to campus.

💬 Live Chat

Link: Start a live chat

Chat with an IT support agent in real time from your browser. Perfect for quick questions — like how to reset your password, where to find an application, or how to connect to the VPN. Get an instant response without picking up the phone.

Best for: Quick questions, password resets, how-to guidance, or when you're in class and can't call.

🌐 Self-Service Portal

Link: https://laurentian.atlassian.net/servicedesk/customer/portal/5

Submit a detailed support ticket online. Best for non-urgent requests, complex issues, or when you want to attach screenshots and documents. Every submission creates a trackable ticket so you can check status anytime.

Best for: Detailed/complex requests, non-urgent issues, file attachments, tracking status, or after-hours submissions.

📧 Email

Address: it@laurentian.ca

Send us an email and a support ticket is created automatically. Convenient when you want to describe an issue at your own pace, attach files, or reach us outside regular hours. You'll receive a confirmation with your ticket number.

Best for: After-hours requests, detailed descriptions, attachments, or when you prefer written communication.

Timelines

🔄 What to expect (process)

1. Reach out — Contact us using any method above.

2. Ticket creation — A support ticket is created automatically (or by staff if you walk in or call). You'll get a confirmation with your ticket number.

3. Review and triage — Our team reviews your request and assists directly or routes to the right specialist.

4. Resolution — We work on your issue — remote support, account resets, software fixes, or on-site visits as needed.

5. Follow-up and closure — You're notified once resolved. If anything isn't right, reply to reopen your ticket.