Frequently
Asked QuestionsInformation Technology Services
How to Contact ITS
The IT Helpdesk is your first point of contact for all technology requests.
For Normal service requests and information, with a limited impact please email the IT Helpdesk at: ithelp@viu.ca
For Urgent problems that interrupt instruction, system access, and internet connectivity please call the IT Helpdesk:
Phone: 250-740-6300
Local: 6300 in Nanaimo and Cowichan
Fax: 250-740-6462
Location: 1st floor of Building 305 (Nanaimo Library building)
IT Helpdesk Hours of Operation September to April
Phone: Monday - Friday 8:00am - 4:30pm
Counter: Monday - Friday 9:00am - 4:00pm
IT Helpdesk Hours of Operation May to August
Phone: Monday - Friday 8:00am - 4:00pm
Counter: Monday - Friday 9:00am - 4:00pm
Information Technology Mission Statement
The purpose of Information Technology Services (ITS) is to provide Vancouver Island University with:
- a reliable, efficient, effective information technology environment that supports the mission of the institution;
- professional, courteous and helpful support for students, faculty and staff in their use of information technology tools.
Who is ITS?
Information Technology Services is composed of different teams who work cooperatively and collaboratively to provide service to Vancouver Island University faculty, staff and students.
Some of the services ITS provide:
- Coordination and support for customer service requests
- Hardware and software advice, acquisition and deployment coordination
- Hardware and software analysis, configuration, implementation and support
- Hands-on and remote maintenance and support of PCs, laptops, printers and peripherals
- Planning, acquisition, installation and maintenance of audio-visual equipment (such as data projectors, TVs, and DVDs)
- Establish and maintain a reliable, efficient and effective network infrastructure that supports ITS
Helpdesk Service Priorities
- In-Person/Counter
- Phone
- Voicemail
The following is just a description of the types of issues related to each vector and do not need to be posted.
In-person
Primarily students with account issues (includes access and printing). Also some faculty and staff with questions, reporting technical problems, dropping off equipment for repair or picking items up.
Phone
Primarily faculty and staff reporting issues with equipment (PCs, laptops, A/V) or software.
Voicemail
Primarily faculty and staff reporting issues with equipment (PCs, laptops, A/V)
Mix of faculty, staff and students. Students are generally account issues. Faculty and staff emails cover all areas that ITS supports such as hardware and software issues and questions, telecom, temporary accounts and request for quotes.
Additional Information
Looking to purchase new computer equipment for your department? Contact the IT Helpdesk for our current VIU standards.