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University Technology Services

UTS Software Support Categories

The purpose of the Software Support Category list is to ensure the campus community is aware of the software UTS supports and to give prospective buyers a guide to recommended software. The use of support categories is not meant to deny any customer support, however, since we have limited resources from which to offer support to a very large customer community, we must concentrate our efforts on the packages with the largest customer base. You will receive a high level of support for the packages in the "Level 1" category and by buying these products you are assured of quality support.

NOTE:
This list will be altered according to the software trends of the campus community. As new products become popular and widespread, old products will be placed in a lower category or removed from this list to reflect these changes. UTS will maintain an up to date list on the Web.

LEVEL 1

  • UTS Support Staff are at an intermediate to advanced level of expertise with this software.
  • These products are widely used packages on the University campus.
  • Both Vendor and UTS documentation is available.
  • Staff members will interact with vendors to resolve problems.
  • The Technology Service Desk and on-site support is available on a priority basis.
  • The most current version of the software is readily available to Technology Services support staff.
  • Product demonstrations are available.

LEVEL 2

  • A limited number of UTS staff are proficient with this software.
  • Common questions will be answered by the Technology Service Desk.
  • On-site support is available to help with problems on a first-come, first-serve basis, time-permitting.
  • Limited documentation is available.
  • The most current version of the software is not readily available to all support staff.

All other versions or software products may not be available to Technology Services support staff due to the product's unique nature or a low usage rate on campus. Since these types of software products are targeted for a limited audience, there are no designated support people available. Help may be offered if time permits.

Technology Service Desk Ext. 24357 (2-HELP) or email uts@mcmaster.ca

The Technology Service Desk is a service designed to act as a focal point for technical support for the University computing community. When a problem requires in-depth or on-site assistance, the Service Desk staff will ensure that the problem is referred to the appropriate support individual.

 

Service Bulletins

Citrix Receiver Client Update

UTS asks Citrix users to upgrade Citrix Receiver Client to the most current version by February 28, 2017. See UTS Citrix website for installation and removal information.


Mosaic Upgraded Interface

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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