sheridan
IT Services
Support & Training

In-Person Support: The IT Service Desk Counter

About the Service Desk Counter Support

Available to

  • Sheridan Employees
  • Mobile Computing students

Requirements

The support specialists based at the Service Desk counters at the Davis, Hazel McCallion and Trafalgar Road Campuses provide walk-in support to students in Mobile Computing programs and to faculty and staff who use technology in Sheridan's teaching and learning environment.

Equipment loans and maintenance of the open access computing labs are some of the additional functions they perform. Desk-side technical support and technical support for teaching and learning spaces is also available through the Service Desk. Sheridan staff and students can also schedule service appointments to deal with technology issues that require a bit more time and effort to address.

Hours of Availability

Summer Hours


(May 9, 2016 - September 2, 2016)

  • Monday - Friday: 7:30 a.m. - 8 p.m. (holidays excluded)
  • Saturday & Sunday: CLOSED

Fall/Winter Hours of Operation*


(September 6, 2016 - May 5, 2017)

  • Monday - Friday: 7:30 a.m. - 11 p.m. (holidays excluded)
  • Saturday & Sunday: CLOSED

Service Desk Counter Locations

  • Davis Campus (Brampton): Room B195

  • Hazel McCallion Campus (Mississauga): Student Learning Commons (A-202)

  • Trafalgar Road Campus (Oakville):
    Student Learning Commons
    (C-Wing, lower level)

Support Guidelines

The Service Desk will provide basic software support for:

  • Academic Software Troubleshooting
  • Operating System Troubleshooting

Priority is given to Mobile students and staff with Sheridan software problems. Service Desk staff will do its best to triage and resolve any problems as quickly as possible, but depending on the nature of the problem or volume of traffic* at the Service Desk counter you may be given an appointment to come back and address the problem at another time.

* the start of academic semesters are especially busy times at the IT Service Desk. Please exercise patience.

Staff Support Guidelines

Staff with Hardware Problems or Problems Due to Unsupported Software

All laptops issued to faculty and leased through IT (with the exception of those in the Faculty of Animation, Arts and Design) have a standard disk image that can be restored should any problems arise. Service Desk staff will re-image the laptop or issue a loaner, as appropriate.

Student Support Guidelines

OS Problems, Virus Corruption and Non-Supported Applications

If it is determined that the problem is with the student's operating system, or corruption due to a virus or conflicting, non-supported applications, the student will be responsible for restoring their laptop to its original state which may require re-installation of the Operating System.

Hardware Problems or Problems Due to Unsupported Software

For hardware, or unsupported software-related problems, students will need to obtain support from their original vendor or a third-party service centre. Service Desk staff can provide you with a list of local vendors who provide hardware support.