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General Technical Support

General Technical Support

🌐 Service overview

Your first point of contact for any technology-related question or issue on campus. Whether you're locked out of your account, having trouble connecting to Wi-Fi, dealing with email problems, or experiencing any other computer issue — we're here to help. If you're not sure where to start, start here.

Why use this service?

  • You're locked out of your university account

  • You can't connect to campus Wi-Fi or the network

  • You're having trouble with your university email

  • Your computer or device is acting up and you're not sure why

  • You don't know which IT team to contact for your issue

Who can use this service?

  • Employees

  • Faculty

  • Students

  • Contractors

Who can not use this service?

  • Personal device hardware repair (e.g., cracked screens, battery replacement)

  • Software not licensed by the university

  • Home internet or personal email issues

How do I use this service?

  • Submit a support request through the service portal

  • Describe the issue you're experiencing in as much detail as possible

  • IT will review your request and assist you or direct you to the right team

  • 👉 Raise a support request here: General Support Request

What if I have issue with the service?

Timelines

Initial Response

1 Business day

Time to resolution

3 Business days

🔄 What to expect (process)

  1. Request submission: Submit a support request through the service portal with as much detail as possible (error messages, what device you're using, and what you were trying to do).

  2. Review and triage: IT reviews your request and either assists directly or routes it to the appropriate team.

  3. Troubleshooting: We work on resolving your issue — this may include remote support, account resets, or on-site assistance depending on the problem.

  4. Verification: We confirm the issue is resolved and everything is working as expected.

  5. Closure: You'll receive an update once the request is complete. If anything isn't right, just reply and we'll reopen it.

⚡ Quick Actions

Raise a support request here: https://laurentian.atlassian.net/servicedesk/customer/portal/5/group/58/create/212

Need help?

Contact the Service Desk online

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