ITS Help Centre

What is it?

The ITS Help Centre is a knowledge base containing answers to many questions about Algonquin College IT systems and computers in general. It is freely available to staff, faculty, students, and the public.

With ITS Help Centre, you can avoid waiting in lines at the service desk, or waiting for the desk to open. It is available to you 24 hours a day / 7 days a week / 365 days a year. So, yes you can even get help with that new computer or cell phone on Christmas Day!

How do I use it?

The ITS Help Centre is easy to use. You can enter a simple short question in the search field at the top of the page and press search. The system goes through the knowledge articles in the system to find the best match to your question based on key words, length of article, how recent the article is, how others have ranked the article, and other parts of a complex algorithm. You will see a list of articles that match your search, starting with the best matches at the top.

If you’re not sure what you are looking for in the ITS Help Centre, you can see the top ranked articles by category. Choose one of staff, student, or new student as shown below.

ITS Help Centre staff, student or new student image

Then choose one of the topics such as printing, email, or others. Each topic will have up to 10 articles that people find helpful.

What to do if I can’t find an answer?

If you go through those steps and still can’t find the answer for your computer questions, go to the bottom of the ITS Help Centre page. There are 3 buttons.

ITS Help Centre - still need more help graphic

Use the first button to create a support case. Your last search will automatically be added as the subject of the case, and you can fill in your name, email, and other details of what you are looking for.

ITS Help Centre - submit a support case

When you press Submit, it goes to ITS Service Desk staff who will help you resolve your issue. The other two buttons help you contact the ITS Service Desk directly either in person, by phone or by email.

 

Remember – avoid the lines by going to the ITS Help Centre first!

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