Help Centre and Help Desk

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The Computing and Communication Services (CCS) Help Centre supports users by phone, email, and in person. 

Staff can answer questions about most services in this Service Catalogue or they will direct you to someone who can.

Service Expectations

Time of Year Hours of Operation for the Help Centre (see IT Desk link below for Operating Hours)
Fall or Winter School Term Monday to Friday, 8:30 am to 4:45 pm
Summer (beginning of June to Labour Day) Monday to Friday, 8:30 am to 4:30 pm
 
 
Contact Method Response Expectation
Telephone voicemail 1 to 2 business days
Email 1 to 2 business days. For urgent requests please contact us by phone.
 
Service Request Resolution Expectation
Create a new account 1 to 5 business days
Reset a password 1 business day
Create a Listserv
1 to 5 business days

Note: Resolution times vary depending on the type of request and the time of year. The start of each semester is particularly busy. 

Documentation and Training

Resource Link
Online Knowledge Base https://www.uoguelph.ca/ccs/support-portal/
Software https://www.uoguelph.ca/ccs/software/supported-software-products-list
Search Engine

At the top of each page on this website, enter a word or phrase to search in the Web pages

Note: "Web" is a general web-based search, "Directory" searches the staff, student and faculty directory, "Library" redirects you to the Library website.

Support or Help

If you need help or have questions about the service please use one of the following methods for contacting CCS Help:

Frequently Asked Questions

Costs and Purchase Related Items

There is no charge for this service.

Who is eligible to use this service?

Faculty
Staff
Students

Service Availability

Email and Phone support - Monday – Friday 8:30am – 4:45pm (4:30 in summer hours). Closed weekends and holidays.

CCS IT Help Desk – varies during the semester, check the CCS IT Help Desk service hours.

How Do I Request or Access this Service?

Contact Method Access
Telephone extension 58888 or 519-824-4120-58888
Email 58888help@uoguelph.ca
CCS IT Help Desk
McLaughlin Library, main floor
(student consultants wear red “CCS IT Help” badges)