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Deskside Technical Support

Computer Move and Setup

A computer can be prepared for use by a new or existing person. Computer relocations can also be arranged.

Please contact the UTS Service Desk via uts@mcmaster.ca to request this service.

There is a fee for Computer Move and Setup. Current UTS hourly rates apply. See http://www.mcmaster.ca/uts/security/policy/current_rates.html

Support available Monday through Friday 8:30am-4:30pm with the exception of University holidays.

Installations and Configurations

UTS provides software and network installations on McMaster owned, standard computers. We also provide assistance in configuring IT systems to be in accordance with McMaster environment.

Please contact the UTS Service Desk to request this service at uts@mcmaster.ca

There is a fee for service of a McMaster owned, standard computer. Current UTS hourly rates apply. See http://www.mcmaster.ca/uts/security/policy/current_rates.html

UTS may also assist with non-standard equipment. Current UTS hourly rates apply. See http://www.mcmaster.ca/uts/security/policy/current_rates.html

Support available Monday through Friday 8:30am-4:30pm with the exception of University holidays.

IT Equipment Disposal

Any IT equipment no longer required by a department needs to be properly disposed of. Data stored on such computers might need to be extracted and preserved and then erased permanently. The equipment then must be send to Facility Services for a disposal.

Please contact the UTS Service Desk at uts@mcmaster.ca to request this service.

Office of Sustainability holds Electronic Collection events throughout a year. For more information please visit their website http://www.mcmaster.ca/sustainability/waste_IT.html

There is a fee for IT equipment disposal. Current UTS hourly rates apply. See http://www.mcmaster.ca/uts/security/policy/current_rates.html

Support available Monday through Friday 8:30am-4:30pm with the exception of University holidays.

Malware removal

Malware includes computer viruses, worms, trojan horses, spyware, adware, rootkits, and other malicious and unwanted software. Computers may not function efficiently or properly if malware exist. Infected computers may also facilitate the spreading of malicious software to other computers via McMaster network. It is imperative to address malware removal swiftly.

Malware can be removed by following Antivirus software recommendations or by contacting UTS Service Desk for assistance via uts@mcmaster.ca

For more information and guidance on malware please visit http://www.mcmaster.ca/uts/security/ITsecurity/safe-practices/antivirus.html

Malware can be removed by following Antivirus software recommendations or by contacting UTS Service Desk for assistance via uts@mcmaster.ca.

There is a fee for malware removal. Current UTS hourly rates apply. See http://www.mcmaster.ca/uts/security/policy/current_rates.html

Support available Monday through Friday 8:30am-4:30pm with the exception of University holidays.

Network and Shared Drive Access

UTS managed Office Server share is available to McMaster University Faculty and Administration departments as a central repository for sharing business files and folders within and between departments for authorized users. User access is authorized by the admin area of the department. This department shared space must be actively managed and cleaned out by authorized users.

Department administrators can submit an online request for account access or removal, data recovery, request an H:\ drive and special request to UTS managed Office Server Shares. https://apps.mcmaster.ca/officeshare

Data stored on shared drives is backed up and retained for 7 days.

Additional disk space is available on request in blocks of 50 GB. Note, the additional disk space will be available to all shares of requesting department. UTS will review requests for additional disk space for feasibility.

  • The fee for Data Restoration is based on the UTS hourly rates.
  • The fee for additional 50 GB block of disk space is $100.00. This is a recurring charge each fiscal year.
  • The fee to setup additional disk space is based on when the work is done.
    • A 1 hour fee at the UTS hourly rate if disk space is added Monday to Friday from 8:30 am to 4:30 pm.
    • A 3 hour fee at the UTS hourly rate if disk space is added outside of Monday to Friday from 8:30 am to 4:30 pm.
  • There is no cost to use the shared drives except for services listed above.
    See http://www.mcmaster.ca/uts/security/policy/current_rates.html.

Support available Monday through Friday 8:30am-4:30pm with the exception of University holidays.

Service Bulletins

  • MAC ID Password Expiry

    Beginning in May 2016, MAC ID passwords at McMaster expire annually. Learn more at www.mcmaster.ca/uts/macid

Service Desk

Client Self Service:
https://servicedesk.mcmaster.ca
Hours: Monday - Friday
8:30 am - 4:30 pm
Phone: 905-525-9140 x24357 (2HELP)
Email: uts@mcmaster.ca
Location: Main Campus BSB Rm. 245
Service Catalogue:
http://www.mcmaster.ca/uts

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