Service Notice: Updated Service Desk Support Hours

Effective Sunday November 1, 2020, the Service Desk has updated support hours.

VIRTUAL CONSULTATION     
TS Service Desk Virtual (Live Chat and phone) Support hours are available during the following times:
Sun:                4 pm – 8 pm
Mon-Thurs:    8 am – 8 pm
Fri:                8 am – 4 pm

APPOINTMENT REQUIRED:
Support hours for in-person appointments continues to be Monday – Friday, 8 am – 4 pm. Service Desk Consultants will conduct an initial virtual consultation and then schedule an in-person follow-up visit, if necessary.

CONTACT METHODS:
There are several ways in which to contact Technology Services staff for support and consultation:

  1. Live Chat: ts-chat.acadiau.ca
  2. HUB Service Portal: hub.acadiau.ca | ts.acadiau.ca
  3. Phone: 902-585-HELP (4357) | 1-888-609-3330
  4. Email: helpdesk@acadiau.ca

HELP IS ALWAYS AVAILABLE:

  1. Find Answers Search the Knowledge Base (KB) for help articles. The Knowledge Base is categorized help, or
  2. Request Assistance Search the Catalogue for particular Service Requests. The Services are based on the same categories as the Knowledge Base and will let you place a request. It will ask specific information based on the type of request, or
  3. Search Using key words, search for a list of KB articles and Services.
  4. A General Request is available for when you cannot find help on a specific topic or you require an appointment.

CLASSROOM SUPPORT:

  1. If you discover a problem while teaching on campus, please call our office using the room’s service phone. If necessary, we will send a staff member with appropriate PPE to the classroom.
  2. If you encounter a problem while teaching online, please contact us and we will try to resolve the issue quickly.

RESIDENCE SUPPORT:

  1. If you are experiencing, Wi-Fi  issues while living in residence, report it using the HUB ticket (https://hub.acadiau.ca/TDClient/Requests/ServiceDet?ID=89) or contact the Service Desk.

REPORT A PRIVACY/CYBERSECURITY ISSUE:

  1. If your account or computer is compromised (ransomware, etc.), please call the Service Desk immediately or use a different device (such as your smartphone) to request support and notify us.
  2. To report a phishing email, select the Phish-Alert Button or forward the email to phishalert@acadiau.ca

 ONGOING UPDATES:

  1. All maintenance and Service Advisories are posted in several locations:  Twitter or Facebook or the TS website.  All scheduled work is placed on the Maintenance Calendar.  
  2. Follow our Tuesday Tech Tips - https://hub.acadiau.ca/TDClient/KB/?CategoryID=124
  3. For an overview on Technology Services Support Protocols, please see: https://hub.acadiau.ca/TDClient/KB/ArticleDet?ID=924

CONTACT:
Acadia Technology Services
http://ts.acadiau.ca
hub.acadiau.ca
Live Chat
902-585-HELP (4357); 1-888-609-3330
Twitter and Facebook

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