Technical support over the holidays

This is to clarify any potential public PC or public printer problems which may occur over the holiday period (Dec 22 – Jan 4)

Please note the Information Commons will be providing some basic support coverage for problems regarding the public PCs and printers. (December 22, 23, 29, 30,  Jan 2 )

1) For problems with public PCs and public printers:

a) Problems can be reported via phone to the Info Commons Icicle staff at 416-978-0429.
b) Requests can also be made via e-mail at icicle.support@utoronto.ca (with a cc to Jeff so he can track problems as well). Include in the email: time, date, machine #, problem details
c) If applicable put a pink out-of-order sign on the PC or printer



2) For network problems (e.g. staff or public PCs not connecting to Internet, etc)

• call ITS at 8-5555

3) Patrons with problems with their laptops or other devices

• advise them to follow the handouts on the Info Desk  (especially the first part about verifying their UTORid  since they may have bought/received a new device and need to verify their UTORid on this new device)
• patron can be advised to call the IC Help Desk (978-HELP).  Their holiday hours should be posted soon on their website: http://help.ic.utoronto.ca/
• if the patron is not from the UofT, but another university, they can be advised to try connecting to the wireless through eduroam.  The patron can use a LIRA station to Google eduroam and their home university (e.g. eduroam McGill) and see how to setup their device following their home university instructions

Gerstein & Information Commons Support Changes

All staff,

The Information Commons (IC) Support for public workstations & printers and instruction labs is being consolidated in Robarts under the direction of Mark Leighton as of next Monday, March 15th.

Contact with IC regarding public equipment will be handled very similarly to current practice. That is, with the assistance of all staff, Jeff will continue to be informed about any problems with public equipment. Jeff will also continue as Gerstein's contact with the IC support team, reporting equipment problems via their new OneStop service (416-978-0429 or email icicle.support@utoronto.ca ).

If there are minor equipment problems and Jeff is unavailable, please email or voicemail Jeff.

If there are major equipment problems and Jeff is unavailable, please call the IC support team at 416-978-0429 and then email/voicemail Jeff about the issue.

Sandra
March 10, 2010