IT Customer Services (ICS)

Ryan Ortiz

Director, ICS
Account Manager, IT Support Services to Faculties
ryan.ortiz [at] mcgill.ca


ICS

Our mission is to serve as the McGill community’s primary point of contact for IT-related support. Key services include the following:

  • IT Service Desk (supervised by Alex Bechalani, Golam Chowdhary and Rachel Hall) provides front-line support via phone and email for the McGill community on all centrally provided IT services, as well as walk-in support at the downtown and Macdonald campuses. Refer to the IT Service Desk service description for information on the types of support available.
  • Campus Printing (managed by Daniel Faucher) manages the uPrint service, which provides centralized printing, copying, and scanning capabilities throughout the university.
  • IT Enterprise Desktop Solutions (managed by Brian Arsenault) provides back-end systems administration for IT Services’ managed end-user computers. They evaluate new technologies and provide guidance, support, and best-practices throughout the community for end-user computing software, hardware, and systems administration.
  • IT Desktop Support (managed by Jean-Francois Lachance) provides onsite computer support and equipment lifecycle management for customer faculties and administrative units.

IT Support Services for Faculties

The account manager serves as the primary focal point for their respective stakeholders, provides regular visibility on the progress of IT initiatives; engages in proactive discussions on upcoming IT trends, business vision, needs, and priority clarifications; and helps streamline the fulfillment of their IT needs by contacting the right IT team at the right time.

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