IT Customer Services (ICS)

Ryan Ortiz

Ryan Ortiz

Director, ICS
Account Manager, Faculties

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 ICS is the McGill community’s primary point of contact for IT-related support. Key services include the following:

  • IT Service Desk (managed by Alex Bechalani) 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.
  • IT Process Management (managed by Andrew Lutzuk) govern the set of detailed practices for IT service management in the areas of Request Fulfillment, Change Management, Incident Management, Problem Management, Asset & Configuration Management and Continual Service Improvement.
  • 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.

Account Manager, IT Support Services for Faculties

The account managers are the primary contact for their respective stakeholders. They provide regular updates on the progress of IT initiatives, engage in proactive discussions concerning stakeholders’ business vision, requirements, and priorities, and inform about upcoming IT trends. Account managers also help streamline the fulfillment of clients’ IT needs by engaging the right IT team at the right time.

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