Frequently Asked Questions

Q:  What is FS IT Help?
A:  FS IT Help is a foundational service model where all IT requests for the Facilities Services department go through one central point. We endeavour to improve our service delivery quickly and professionally for basic day-to-day local IT -- a seamless, reliable, and consistent service.
 
Q:  Is FS IT Help available on my smartphone?
A:  Yes!  If you're out of office or on the go, our FS IT Help service is available on your smartphone. The clean interface is almost identical to the desktop version.
 
Q:  How do I submit a ticket for technical assistance?
A:  There are a couple of ways to submit a ticket. You can submit a technology request for standard hardware, software or other services, or report a technical issue by clicking on the 'Request Support' button on the homepage after signing in with your SFU login credentials. Or, submit a ticket -- 'Request Support' button -- after browsing through our Service Categories and selecting a particular service for more information about what we have to offer.
 
Q:  What do I do after I submit a ticket?
A:  After you submit a ticket you'll receive an email confirmation. Your local IT team at SFU Facilities Services will address and update your request throughout the lifecycle of your ticket. You can view your ticket, make comments, add attachments, or withdraw your request at any time by clicking on the 'View Support Status' button on the homepage.
 
Q:  What if I just want to ask a question?
A:  You have a couple of options:

  1. Click on the 'Questions' tab on the main menu bar of the homepage. From that webpage, browse through any of the categories for questions asked by other people, or click on the 'New Question' red button to post a question.  The FS IT team will reply in a timely fashion.
  2. Use the Search feature on the top, right-hand corner of any FS IT Help webpage. Enter some key words in the "search the client portal' box. A filter button is available to search all of the website, only the Knowledge Base, the Service Catalog, or Questions pages.