Computer Help Desk
We are your single point of contact for University Systems. Contact us to report any problems with, request help for, or ask for additional information regarding any service offered by University Systems.
Marcus Greenshields - Director, Digital Learning Environment & Support
Mission
The Computer Help Desk provides information and advice to faculty, staff and students of the university for the services offered by University Systems. If you cannot find the information you require on our web site, or if you need assistance, please contact us.
Details of the service that we provide to all members of the university community can be found in our service level commitment.
We also resolve any problems that users may encounter and accept work orders for computer equipment repair.
Computer Help Desk consultants
The Computer Help Desk is staffed by a number of analysts, often working part-time to cover our extended hours. Typically our consultants are students at UVic with strong backgrounds in computer science or engineering. They operate under the supervision of the manager of the Computer Help Desk. If you ever feel that your problem or request is not being dealt with adequately, please ask to speak to the manager.
Tracking and resolution of problems
When you contact the Computer Help Desk, a ticket will be created in our support request system. This ticket will be used to track your support request and send it to the best IT resources to solve your problem. Our support staff will send you an email through this ticket and the email will include links that let you check the progress of your tickets.
Computer Help Desk Support
Our hours of operation can be found on the locations and hours page.
Charging
For our supported products, there is no charge for information, advice and initial problem resolution, but you will be subject to fees for extended assistance.
| Charging rates | Students | Faculty, Staff, and Others |
|---|---|---|
| Initial consultation | No charge. Maximum of 15 minutes. | No charge. Maximum of 15 minutes. |
Configuration to access campus network resources including:
|
No charge. | No charge. |
| System rebuild: data will be backed up and scanned for viruses; hard drive will be formatted; Operating System will be reinstalled; security updates will be applied; data will be restored; and anti-virus software will be installed. You will need your media, and proof of ownership. You may lose customization and preferences. | $50.00, flat rate. | $75.00 per hour. |
| Cleaning a virus infected system by rebuild. This is the recommended method. For details, see above. | $50.00, flat rate. | $75.00 per hour. |
| Recovering lost or damaged data. | $50.00 per hour. | $75.00 per hour. |
| Installation of software applications. | $50.00 per hour. | $75.00 per hour. |
| User-installable hardware installation by a Hardware Certified Consultant. | $50.00 per hour. | $75.00 per hour. |
| General troubleshooting of hardware/software problems. | $50.00 per hour. | $75.00 per hour. |
Prices include applicable taxes. Hourly rates will be pro-rated in $25 increments.